Manager, Customer Success

About Arcwood

Every advancement-from the products we use to the medicines and technologies we depend on-creates waste that must be handled responsibly. For more than 50 years, Arcwood Environmental has helped organizations across the United States manage the byproducts of progress safely and thoughtfully. With deep expertise and innovative waste management technology across a growing nationwide footprint, Arcwood protects people, communities, and the environment through work that often happens behind the scenes.

Our Values

We move forward together, one team with a shared purpose, counting on each other every day. Our core values demonstrate how we work together to deliver value for our customers, putting them at the center of all we do:

Lead with Safety: We uphold the highest safety and compliance standards to protect our teams, our customers and the communities that count on us.
• Solve Problems Creatively: We push for better - advancing technologies, processes, and ideas that protect human health and the environment.
• Own It Together: We are individually and collectively accountable for our work and our impact, knowing that progress is only achieved by working together - with our customers, and with each other.
• Deliver for Customers: We put customers at the center of all we do. When we live our values - lead with safety, solving problems creatively, and owning our work together - the result is clear: we deliver exceptional value for our customers.

We've reached a unique point as a company: big enough to deliver broad capability and consistent performance, while striving to be nimbler and more responsive to our customers' evolving needs. Come join Arcwood and be part of our legacy of environmental leadership!

Manager, Customer Success As a Manager, Customer Success you will be responsible for taking a lead role in the support, expansion, retention and administration of an assigned Arcwood Environmental key account in achieving its overall customer support, revenue and profitability goals. This role manages quality and consistency of service delivery within an assigned key account, with travel up to 20% of the time.

• Prioritizes health and safety by adhering to policies, processes, and maintaining safe practices at all times
• Serves as the primary internal and external contact for assigned key account
• Acts as primary intermediary between Arcwood's internal support teams and the key account; delivers a truly exceptional customer experience by leveraging ownership of the customer day-to-day interface
• Ensures all customer inquiries are managed in a timely and accurate manner
• Participates in and/or takes the lead on assigned key account conference calls (internal and external)
• Supports Corporate Account Manager with all planned and unplanned communications
• Manages all events and project work inquiries from key account contacts and/or sites
• Assists the field Sales team in supporting all key account service and pricing issues
• Partners with internal teams to resolve any key account proforma issues
• Serves as the assigned key account's primary champion of service delivery
• Manages the key account Conditional Pricing Approval program
• Stays abreast of any/all key customer personnel changes to ensure service continuity
• Engages other Arcwood departments and personnel to develop customer pricing and proposals
• Supports key account customer pricing program, ensuring full compliance and adherence
• Liaises with finance support team to ensure key account receivables and billing compliance
• Increases sales revenue and profit dollars by identifying potential new key account sites
• Keeps Sales leadership informed of any/all service trends within the key account
• Drives and supports a collaborative teamwork spirit between all Arcwood personnel to support key account
• Increases sales revenue and profit of key accounts through regular contact with customers and continued communication regarding additional available services
• Stays abreast of major environmental regulatory changes and industry trends, as well as competitive conditions
• Coordinates with customers to profile, identify service timeframes, and ensure quality and customer satisfaction with the current offering(s); works to resolve any customer concerns
• Maintains a comprehensive understanding of the Company's service offerings for business lines offered to customers
• Leverages Salesforce to maintain customer connections, document events, enable smaller quotes and approval of out of specification materials, etc.
• Maintains the ability to travel up to 20%, with occasional overnight stays
• Takes on additional duties as assigned to support the team and organization

• 3+ years of proven industry related sales experience (required) -OR-
• In lieu of degree, 7+ years of proven industry related sales experience (required)