Customer Experience Account Manager

Enviri Corporation • Kansas City, MO

5h

About The Position

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.

Requirements

• Bachelor’s degree in business, Environmental Sciences, Marketing, or related field (or equivalent experience).
• 3 years minimum in customer service or account management (5 years with high school diploma).
• Strong communication, analytical, and organizational skills.
• Proficiency in CRM Microsoft Office Suite.
• Willingness to travel up to 30%.

Nice To Haves

• Familiarity with regulatory frameworks such as RCRA, DOT, DEA, and OSHA
• Experience with SalesForce.com or familiarity with a related CRM system and practices

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Generate actionable customer and performance reports to support operational and financial goals.
• Track customer satisfaction and monitor account performance.
• Mentor team members as assigned by management.
• Lead team huddles and meetings as requested.
• Perform other related tasks as assigned.

Benefits

• 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
• 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
• 401k with company matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level