Job DescriptionI. Job Summary
Manages the activities and performance of the Account Success Representative and Digital Sales Support team, providing leadership and expertise in customer relationship management, retention, account growth, and customer satisfaction. Develops and implements customer success strategies and engagement programs that support current and future customer needs, drive account retention and expansion opportunities, and strengthen long-term customer relationships. Provides coaching, guidance, and direction to Account Success Representatives and Digital Sales Support Representatives to ensure consistent execution, achievement of business objectives, and delivery of exceptional customer experiences.
II. Essential Duties and Responsibilities
• Lead and develop the Account Success Representative and Digital Sales Support team, fostering a high-performance culture focused on customer retention, satisfaction, adoption, and long-term account growth.
• Establish clear goals, performance expectations, and customer success metrics while holding team members accountable for delivering exceptional customer experiences and business outcomes.
• Drive execution of customer success strategies by aligning team activities with organizational objectives, customer lifecycle priorities, and retention goals.
• Provide leadership, coaching, and ongoing development opportunities to enhance team capabilities in relationship management, customer engagement, issue resolution, and value realization.
• Champion a customer-first approach by ensuring proactive account management, identifying customer risks and opportunities, and partnering with cross-functional teams to drive successful outcomes.
• Oversee customer portfolio health by monitoring key performance indicators, customer satisfaction trends, renewal readiness, and account engagement metrics to drive retention and growth.
• Collaborate with Sales, Operations, Service, and other business partners to ensure seamless customer onboarding, adoption, and ongoing support throughout the customer journey.
• Develop talent through workforce planning, recruitment, succession planning, and career development initiatives, building a strong pipeline of future leaders and customer success professionals.
• Foster a culture of accountability, collaboration, and continuous improvement by encouraging open communication, sharing best practices, and recognizing team achievements.
• Utilize customer insights, performance data, and industry trends to identify opportunities for process improvements, enhance customer outcomes, and support strategic business objectives.
• Ensure operational excellence through accurate customer documentation, account records, renewal tracking, and compliance with established policies and procedures.
• Manage escalated customer concerns and complex account issues, partnering with internal stakeholders to drive timely resolution and strengthen customer relationships.
III. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.
A. Required Qualifications
- Bachelor's Degree (accredited), or in lieu of degree
- High School Diploma or GED (accredited) and four years of relevant experience.
- 5 years of experience in management or leadership positions (in addition to education requirement)
IV. 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.
☒ Office: This job primarily operates in a remote work environment.
The expected base pay range for this position across the U.S. is $112,000 - $140,000. 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. In addition, this position is eligible for incentive pay.
V. 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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