Customer Experience Account Manager

General Purpose:

The Customer Experience Account Manager (CXAM) serves as a strategic commercial liaison aligned with the sales team to proactively manage customers within a designated territory. This role is pivotal in delivering Clean Earth’s best-in-class service experience, fostering long-term partnerships, and driving customer growth. The CXAM is accountable for mitigating churn, expanding share of wallet, and ensuring customer satisfaction through proactive engagement and data-driven insights.

Primary Responsibilities (Essential Functions):

• Customer Relationship Management
  • Serve as the primary relationship owner for assigned territory accounts.
  • Engage with customer to understand their needs/preferences and ensure we deliver accordingly as an organization.
  • Manage account performance against territory quota and roster metrics.
  • Conduct regular customer business reviews and present strategic insights cross-functionally.
• Retention & Growth
  • Proactively reduce churn and identify opportunities to expand service offerings.
  • Quote accounts using the existing price book and strategic account approach.
  • Answer customer questions and address concerns in an effective and timely manner.
• Operational Excellence
  • Monitor account health through analytics and proactive engagement.
  • Drive lifecycle management for profiles, contracts, AR status, and onboarding of new accounts.
  • Collaborate with CX Specialists to ensure order completeness and fulfillment.
• Cross-Functional Collaboration
  • Partner with regional Territory Account Managers (TAMs) to generate new profiles and communicate approval status.
  • Escalate service issues using the customer complaint tool and ensure closed-loop resolution.
  • Support pricing alignment, invoice accuracy, and SLA adherence.
• Reporting & Insights
  • Generate actionable customer and performance reports to support operational and financial goals.
  • Track customer satisfaction and monitor account performance.
• Leadership & Mentorship
  • Mentor team members as assigned by management.
  • Lead team huddles and meetings as requested.
  • Perform other related tasks as assigned.