Supervisor, Account Retention

I. Job Summary

Supervises the Market Areas proactive account retention program and assigns retention responsibility to the appropriate Account Managers.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

Generates revenue by retaining existing customers and executing the Market Areas Sales & Marketing Plan in order to achieve revenue pre-tax goals by sales channel, ensuring internal revenue growth and maintaining profitability on both new and existing accounts.

Maintains and reinforces the corporate sales strategy and design with the Retention Team.

Establishes and maintains a high level of customer satisfaction on all transactions with existing customers. Communicates to and works with the Market Area Sales Manager to help resolve unique customer issues/concerns.

Supervises activities of the Account Retention Department. Ensures team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation and productivity.

Forecasts and recruits qualified candidates for available and/or upgraded retention positions.

Maintains an ongoing training, coaching and mentoring program in order to upgrade the skills of retention personnel and develop their opportunities for promotion, if available.

Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals.

Works with the Market Area Sales Manager to communicate and effectively manage the Market Areas price increase strategies including meeting price increase goals.

Effectively maintains and ensures the use of Waste Management sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.). Ensures that the entire Retention Representative Team is well trained in the use of these tools.

Analyzes lost business trends and recommends corrective actions.

Provides industry knowledge and interpretation of regulations to customers.

Participates in and takes ownership of municipal account retention when and if required.

Regularly meets with customer executives to ensure client needs are met and expectations exceeded.

III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes:

Direct supervision of up to 20 full-time employees.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Education: Bachelors Degree (accredited) in Sales/Marketing, Business Administration or similar area of study or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience.

Experience: Five years of prior work experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

None required.

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting/hybrid.

The expected base pay range for this hybrid position is $84,000-$90,000 annually. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click “Apply.”

Equal Opportunity Employer: Minority/Female/Disability/Veteran