At Stericycle, we deliver solutions and drive innovations that protect the environment, people, and public health. This includes working to create a more sustainable, shared future. Our innovative solutions make a difference in people’s lives, communities, and our planet by protecting their health and well-being. Change your career. Change your world. Join Stericycle and help protect health and well-being in a safe, responsible, and sustainable way.
Position Purpose:The Customer Success Manager is responsible for overseeing, leading, and cross-functionally managing a defined list of customers both directly & indirectly while supporting initiatives to remove customer problems proactively for Stericycle’s top enterprise level customers.
Key Job Activities:• Oversees Customer Resolution projects including managing department programs and client driven initiatives (technical and non-technical) of various diverse scopes in a cross-functional environment enabling customer loyalty.
• Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of complex customer issues for Enterprise-level customers.
• Manages various work plans to ensure project & customer commitments are met - on time.
• Receive, coordinate and deliver resolution to large cross-functional problems for assigned Enterprise level customers.
• Develop sound communication and working relationships with other cross functional processes
• Act as a liaison to advise leadership of needs for improved cross functional processes based on findings within problem resolution/mitigation activities
• Provide dedicated & elevated support for top defined customers partnering with KAD’s & MAM’s to improve the overall long-term health of their responsible portfolio of customers
• Fulfill the role of corporate support contact for defined customers to manage the overall health and stability at a corporate/strategic level
• Proactively monitor customer success metrics to ensure long term success for service, invoicing, and account set up that aligns with customer objectives
• Generate timely and concise communication to leadership regarding project status and pending issues.
• Perform other duties and responsibilities, as assigned
• Bachelor’s degree in Business, Marketing, Environmental Safety and Health preferred OR related work experience, particularly a regulated industry.
• 5+ years’ experience in a customer service/customer retention role, or the equivalent in related work experience, demonstrating sound judgment, attention to detail and initiative to satisfy customer requirements
• Competent in process improvement methodology and tools
• Experience using CRM tools in business-to-business environment to support customer service activities. Appropriate technical acumen in telephony and legacy-based systems. Proficiency in software including Word, Excel, PowerPoint and Visio.
Licenses and Required Competencies
• Deals openly and honestly with people in all levels of the organization while building credibility and maintaining trust. Exhibits empathy and sensitivity for the needs of others. Is perceived by others as being helpful and supportive.
• Demonstrates the ability to prioritize daily activities based on the needs of the customer, and the employees readily
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
Our Promise:Stericycle is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected category. Stericycle is committed to protecting what matters and includes compliance with all fair employment practices regarding citizenship and immigration status.
Disclaimer:The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.