Job DescriptionI. Job Summary
The Manager, of Customer Set Up is responsible for leading a designated portfolio of accounts while managing a team of customer set up professionals responsible for customer data implementation, contract setup, maintenance, and operational support. This role serves as a key liaison between internal stakeholders and customer-facing teams, ensuring accurate and timely execution of critical customer and contract processes while delivering regular performance updates and operational insights. The Manager drives cross-functional collaboration across Sales, Customer Experience, Revenue Management, and Operations to resolve complex issues, improve customer outcomes, and support business objectives. Additionally, this position champions continuous improvement initiatives, leveraging data, reporting, and operational expertise to enhance efficiency, service quality, and scalability, while fostering a high-performing team culture focused on accountability, customer success, and operational excellence.
II. Essential Duties and Responsibilities
- Lead Customer Set Up activities for an assigned account segment, ensuring accurate and timely customer data implementation, maintenance, contract setup, and ongoing support.
- Manage, coach, and develop a team of Customer Set Up Specialists, fostering a culture of accountability, collaboration, continuous improvement, and customer focus.
- Serve as the primary operational leader for assigned accounts, providing regular updates, performance reporting, and issue resolution support to cross-functional stakeholders.
- Drive process improvement initiatives within the designated business segment by identifying operational inefficiencies, implementing standardized processes, and monitoring measurable outcomes.
- Monitor team performance against established service level agreements (SLAs), quality standards, productivity metrics, and departmental objectives; develop reporting and action plans to address performance gaps and improve results.
- Partner closely with Sales, Customer Experience, Revenue Management, Operations, and Contract Administration teams to ensure successful customer onboarding, contract execution, maintenance, and renewal activities.
- Coordinate and oversee all aspects of customer and contract setup activities for assigned accounts, ensuring compliance with company policies, contractual requirements, and operational standards.
- Facilitate effective communication between internal stakeholders and customer-facing teams, providing operational support, escalation management, and action planning to improve customer satisfaction and retention.
- Lead resolution efforts for complex customer data and setup issues, including but not limited to customer master, material master, contract pricing, sales orders, invoicing, and billing-related concerns to prevent service disruptions and revenue delays.
- Support enterprise contract renewals, amendments, and new customer implementations by ensuring accurate and timely data setup and maintenance activities.
- Develop and maintain strong working relationships with key internal stakeholders, serving as a trusted partner for operational execution and customer data management initiatives.
III. Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Pay: The expected base pay range for this remote position is $96,700 - $125,600. 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.
IV. Benefits
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.
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