Launch Customer Success Manager-SBS

Job Summary

The primary objective of this role is to execute the onboarding of WM's National Account program with all clients across all areas. The Launch Customer Success Manager, National Accounts is responsible for building the initial relationship with the client while overseeing the onboarding of the client and managing all communication between WM and the client. The role is accountable to ensure a complete and successful onboarding before ultimately transitioning the client to their permanent sales team and steady state maintenance.

This position is remote however it is preferred that the employee resides in the greater Windsor, CT area.

Essential Duties and Responsibilities

Responsible for working directly with customers and internal stakeholders to ensure timely, accurate and complete execution of complex implementation project plans.

• Serve as internal and customer facing subject matter expert on implementations and impacts of non-standard use cases.
• Provide practical guidance on operationalizing processes, data and business process flows, and regulatory impacts, and lead client trainings to optimize client engagement with SBS / WM.
• Partner with functional area teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement and innovation.

Owns the customer relationship, stakeholder communication and change management during all implementation phases.

Accountable for customer onboarding analytics and reporting including : customer access, ensuring all information is current, referencing dashboard in customer engagements and actioning accordingly.

Team Leadership :

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Education and Experience

Education : Bachelor's Degree (accredited) in Project Management or related field or in lieu of degree and High School Diploma or GED (accredited) and 4 years of relative work experience required. Experience : 7 years of relevant experience required (in addition to education requirement).

Work Environment

This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

The expected base pay range for this remote position across the U.S. is $84,300 - $123,125. 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.

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, Pension, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.