Job DescriptionClean Harbors is seeking a
Customer Relationship Manager (CRM) to join our Sales Account Support team in Norwell, MA. In this highly visible, customer-facing leadership role, the CRM will oversee a portfolio of
Medical Waste (Healthcare) accounts, leading account health, governance, operational execution, and the supporting account team. The CRM will partner closely with the Corporate Account Manager (CAM) and cross-functional teams to ensure customer commitments are met while supporting retention and business growth.
Responsibilities- Health & Safety: Ensure Health and Safety is the number one priority by following policies and processes and acting in a safe manner at all times.
- Account Health & Governance: Own overall account health and governance for assigned Medical Waste (Healthcare) accounts, proactively identifying risks, gaps, and opportunities for improvement.
- Customer Relationship Management: Serve as a key operational point of contact for assigned Healthcare accounts, managing customer expectations, priorities, and ongoing initiatives.
- Team Leadership: Directly manage and lead a team of support representatives, including coaching, development, workload prioritization, performance management, and accountability for execution.
- Healthcare Program Management: Oversee complex Healthcare account requirements, including contract compliance, customer onboarding, service performance, and ongoing customer programs and initiatives.
- Performance & Service Delivery: Monitor customer objectives, service-level agreements, contractual requirements, and performance metrics to ensure successful execution across all applicable lines of business.
- Cross-Functional Execution: Partner with Operations, Service Delivery, Sales, and other internal business units to coordinate priorities, resolve issues, and ensure customer commitments are met.
- CAM Partnership & Growth: Partner closely with the Corporate Account Manager to support account strategy, customer retention, new program launches, RFPs, and growth and expansion opportunities.
- Customer & Executive Engagement: Lead internal and external meetings, business reviews, and strategic discussions, providing clear visibility into account performance, risks, escalations, and key initiatives.
- Continuous Improvement & Issue Resolution: Drive resolution of complex operational and customer issues while identifying opportunities to improve processes, service delivery, customer experience, and overall account performance.
- Other Duties: Perform other duties as assigned.
Qualifications- Enterprise Account Experience: Strong experience supporting complex enterprise, strategic, or multi-location customer accounts.
- Healthcare / Medical Waste Experience: Experience supporting Healthcare, Medical Waste, GPO/IDN relationships, or similar complex customer programs preferred.
- Environmental Services Knowledge: Strong knowledge of environmental services and waste operations, including environmental field services, waste profiles, RCRA, DOT, and related operational processes.
- People Leadership: Demonstrated experience leading, coaching, developing, and managing team performance.
- Program & Project Management: Strong ability to manage complex programs, multiple priorities, timelines, stakeholders, and cross-functional workflows.
- Customer & Executive Communication: Strong presentation and communication skills with the ability to confidently lead customer meetings and engage with executive-level stakeholders.
- Cross-Functional Leadership: Demonstrated ability to influence teams, drive accountability, and coordinate execution across multiple business units.
- Systems & Analytics: Experience with Salesforce CRM, reporting and analytics, and utilizing data to monitor account performance, identify risks, and support decision-making.
Requirements:- Education & Experience: Bachelor's degree in business administration or a related field; 5-7 years of relevant experience may substitute for a degree.
- Travel: Ability to travel as needed.
Join our team today! To learn more about our company, and to apply online for this exciting opportunity, visit us at www.cleanharbors.com/careers
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