Customer Experience Program Manager (LAUNCH)

Clean Earth is a leading provider of environmental services in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for hazardous and non-hazardous waste, contaminated soil, and dredged material. Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

Every day our teams across the country take a hands-on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. We value our employees as our most important asset, and this is reflected in many areas across our company including recently being named a 2024 Most Loved Workplace ®. We are committed to creating a positive work culture that fosters growth and development while ensuring the health and safety of our employees.

Why join Clean Earth? 

In addition to competitive pay, we also offer: 

• Health benefits available Day 1 
• 401k available Day 1 
• 10+ paid holidays/year 
• Free HAZWOPER training and certification 
• Overtime opportunities 
• Ability to be cross-trained into different roles 

The Customer Experience Program Manager (LAUNCH) translates a customer’s comprehensive service needs and requests as determined by their service agreement strategically throughout the new customer onboarding process. This role will also act as an internal consultant to our cross-functional business partners for the development of a comprehensive understanding of business performance; to identify issues and opportunities to enhance customer experience. The Customer Experience Program Manager follows clearly defined processes, is highly organized, develops and implements strategic commercial plans to strengthen customer relationships and ensure best in class service.

Primary Responsibilities (Essential Functions):

• Serves as the primary point of contact between the company and its customers. 
• Oversight of overall account set up to ensure complete and accurate information.
• Both verbal and written communication are essential for building relationships and conveying information effectively. 
• Effective management of: data governance of key data elements through completed LAUNCH packet management including service, contract, billing and reporting requirements; managing all system information to ensure accuracy and speed to transaction; rolls out account supplies; collects and sets SLAs; assigns account management team and prepares appropriate customized communication/welcome package/information for delivery to customer contact(s); connects customer portal information as required; ensures service pricing is accurate and set in system; works with pricing team to ensure pricing is audited, complete and accurate for ease of transacting and invoice accuracy; quarterbacks credit process; customer/generator and profile set up; communicates required reporting.
• Identifies opportunities for additional pricing needs based on profile approvals prior to initial shipment.
• Provides concierge desk service as single point of contact during the new account launch process.
• Works with Account Management team to provide business review format and presentation shell per the service agreement and required reporting.
• Communicate and coordinate with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales), regarding service requirements, modifications or issues with the service needs of customers as required.
• Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs.
• Maintaining clear and consistent communication with customers, both internally and externally
• Developing and implementing account plans to meet customer needs and objectives.
• Resolving customer issues and complaints in a timely and effective manner. 
• Ability to manage multiple tasks and launch projects simultaneously. 
• Initiates LAUNCH feedback loop through customer survey/NPS team when account set up is complete. 
• Provides internal reports on the progress of customer onboarding timelines to improve performance and reach target goals.
• Ability to prioritize customer needs and provide excellent service. 
• Perform other reasonably related tasks assigned by management.
• Lead team huddles and meeting as requested
• Train and mentor new Customer Experience Program Managers, Customer Experience Account Managers and Customer Experience Specialists as required by management.
• Serve as a Subject Matter Expert (SME) by team for answering questions and gathering feedback specific LAUNCH processes.
• Proven ability to collaborate through projects and initiatives, foster process improvement opportunities, execute implementation and training.

Basic Required Qualifications: 

• Bachelor’s Degree from an accredited college or university in Environmental Sciences, Business Administration, Marketing or similar area of study coupled with a minimum of 5 years of account management experience.
• In lieu of education, a High School Diploma or GED required with 7+years account management experience
• The ability to work in a fast-paced, changing work environment dedicated to customer satisfaction and getting the job done.
• Strong customer service and project management skills
• Proficiency in Microsoft Office and CRM Software
• Excellent communication, interpersonal and negotiation skills
• Detail oriented, highly organized and able to prioritize
• Up to 10% of travel by car or air to attend customer meetings.

Preferred Qualifications:

• Knowledge of RCRA, DOT, DEA, and OSHA regulations are a plus.
• Preferred knowledge of SalesForce.com or familiarity with a related CRM system and practices

Clean Earth offers competitive benefits including health, dental, vision, life, and disability insurance plans starting on the first day of employment; paid time off, wellness benefits, employee discount program, tuition assistance, and a 401k with company matching.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you have a difficulty applying for any job posted on Clean Earth’s website because a disability prevents you from using the online system, Clean Earth offers the following alternate application procedure: Call toll free (833) 209-2659 and leave your name, phone number, city and state of residence.  Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job.  This line is dedicated to disability applications only.  No other inquiries will receive a response 

Military veterans encouraged to apply.