As a Customer Experience and Optimization Manager, you will play a critical role in strengthening customer relationships, ensuring compliance within regulated medical waste services, and identifying opportunities for operational improvement and revenue growth. This position is ideal for a customer-focused professional who thrives in a fast-paced, multi-site environment and enjoys partnering across teams to drive performance and enhance the overall customer experience.
Key Responsibilities- Build and maintain strong, trusted relationships with key customer contacts across assigned accounts
- Conduct and support site audits alongside operations leadership to ensure compliance with regulated medical waste standards
- Generate and analyze reports by extracting, organizing, and synthesizing data from multiple sources, delivering clear and actionable insights for customer presentations
- Provide proactive and on-demand customer training on waste segregation, safety protocols, and compliance best practices
- Identify opportunities for operational improvement, waste reduction, and cost efficiency across customer sites
- Monitor customer satisfaction and proactively address concerns to improve retention and service quality
- Partner with Operations to conduct quarterly business reviews and evaluate account performance
- Identify and support revenue growth opportunities within existing accounts, including contract optimization and referrals
- Maintain detailed documentation of site visits, customer interactions, and improvement recommendations
- Support new account implementations to ensure smooth onboarding and service execution
- Collaborate cross-functionally with Sales and Operations to align on customer needs and business objectives.
- Perform additional duties as needed
Requirements
- Bachelor's degree in Business, Healthcare Administration, Environmental Services, or related field preferred
- 2+ years of experience in account management, customer success, or business development, preferably in healthcare, environmental services, or a regulated industry
- Experience managing large, multi-site customer accounts with revenue portfolios of $5M+ preferred
- Strong communication and relationship-building skills, both written and verbal
- Highly organized with strong attention to detail and the ability to manage multiple priorities
- Proficient in Microsoft Excel and comfortable working with CRM and reporting tools
- Ability to identify customer risks and proactively develop retention and optimization strategies
- Willingness and ability to travel throughout Louisiana, including occasional overnight stays
- Ability to travel 75% of the time
Why Join SharpsSharps Medical Waste Services offers a mission-driven, collaborative environment where employees contribute directly to meaningful operational impact. In this role, you will play a central part in maintaining financial integrity, supporting audits, and enabling data-driven decisions that help Sharps grow and scale responsibly. You will gain exposure to cross-functional operations and the opportunity to help implement innovative finance processes.
