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.

• Build and sustain strong relationships with clients through implementation phase, acting as a strategic advisor by understanding their business objectives, challenges, and long-term goals. Hand off relationship to Sales National Account Manager post implementation.
• Leads meetings with customers and internal stakeholders, documents and manages action items and outputs to drive proactive initiatives and ensure timely, accurate and complete execution of project plans.
• Engage across the customer's organization and work cross-functionally to identify opportunities and risks around launch timelines and business processes, and present recommendations and solutions.
• Act as a client resource to escalate and address implementation activities, including changes related to IDR (Issue Discrepancy Report.)

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

• Accountable for all internal and external data inputs needed to ensure success of implementation and steady state/account management.
• Partner with Billing team to ensure that all billing definitions are clearly conveyed from customer and first bill will be received in correct format, is correct and on-time.
• Collaborate with Compliance team to ensure that all contractual rules are loaded.
• Partner with CE Leadership to complete any initial customer portal set-ups, understand any approval needs and ensure all of those are loaded into Salesforce and Acorn.
• Monitor launch progress to ensure timelines are met and communicate with leadership on status and risks.
• Use in-depth knowledge of WM organizational structure in order navigate complex client launches and adapt process as needed.
• Proactively delivery implementation analytics and insights to customers

Team Leadership:

• Provide thought leadership within the Launch Team
• Support colleagues on complex customer issues
• Leads team huddles and team meetings.
• Proven ability to surface process improvement opportunities and execute implementation and training.
• Proven ability to act as interdepartmental liaison to resolve issues and drive improved partnerships.
• Proven ability to lead projects and initiatives.

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.