Job Title: Key Account Manager
Location: Remote/Hybrid - USA
Reports to: Key Account Director
Department Name: Account Management
Job Types: Full Time, Exempt
Position Summary
The Key Account Manager is the primary business contact for key client decision makers and is responsible for the leadership of the client service team. Reporting to the Key Account Director/Sr Director, Client Success, you will play a crucial role in building relationships with key client decision makers and ensuring that all services are running smoothly, meeting client expectations.
The Key Account Manager will work cross functionally with Finance Operations, Invoice, Strategic Sourcing, Key Account Project, and other operational teams to adhere to Service Level Agreements (SLAs) and Master Service Agreements (MSAs) while driving the integrity of critical customer data and resolving service escalations.
Essential Duties & Key Responsibilities
- Own the entire account end-to-end andbook of business for the client, everything from ensuring all onsite waste operations is running smoothly to facilitating and reviewing weekly invoicing.
- Manage service escalations by communicating to site contacts as well as corporate stakeholders.
- Project management for multiple types of projects at once including adding/removing waste containers, ordering equipment for lease/purchase, one-off recycling needs and more.
- Generate, analyze, and present performance reporting to key client decision makers, either on-site at client locations or virtually.
- Create, present, and execute on annual plans for the account.
- Examine metrics and prepare for multiple yearly business presentations that reflect key account metrics and progress toward Zero Waste To Landfill goal.
- Work with Circular Solutions and Recycling & Reuse team to design and implement value added solutions that increase diversion.
- Resolve client billing discrepancies and issues quickly through collaboration with internal departments to ensure waste services aren’t interrupted.
- Maintain understanding of company capabilities and service, and, in partnership with the Channel Director, effectively communicate all offerings to the client.
- Ability to travel and/or work onsite as needed.
- Performs other duties as assigned or apparent.
Supervisory Responsibilities:
- This job has supervisory responsibilities, including the direct supervision of the client service team.
- Provide strong leadership to ensure the ongoing development, teamwork, and performance of personnel, including coaching and training.
- Set clear goals, priorities, and performance expectations; ensure accountability.
- Drive employee engagement, team culture, and a positive work environment.
- Ensure compliance with company policies, practices, and partner with HR on employee matters.
Experience & Qualifications:
- High School Diploma and Bachelor’s degree in a related field required.
- Five (5)+ years of experience in successful account management with a track record of growth.
- Strong commercial knowledge including profit & loss (P&L), profit improvement activities, share of wallet growth preferred.
- Advanced Microsoft Office skills (Excel, Word, PowerPoint).
- Proficiency with Salesforce or similar CRMs preferred.
- Excellent presentation, communication, and facilitation skills.
- Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.
- Exceptional interpersonal skills, with the ability to interface effectively with stakeholders at all levels of the organization.
- Attention to detail and a commitment to accuracy in all aspects of account management.
- A proactive, can-do attitude with a willingness to take ownership of tasks and drive them to completion.
- Ability to work independently while also being a team player who thrives in a collaborative environment.
- Discretion and trustworthiness in handling sensitive information and supporting high-level strategic initiatives.
- Travel and/or onsite work will be on an as needed basis.
Physical Demands and Working Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
- While performing the duties of this job in a home office setting, the employee is regularly required to work on a computer for extended periods of time.
- Frequent use of a computer requires fine motor skills and hand-eye coordination.
- Ability to sit for extended periods while working from home or a designated workspace.
- Ability to perform tasks that require sustained attention and focus.
- Occasional lifting of materials up to 25 pounds.
- Travel to attend team meetings may be required.
- To facilitate working from home, and as a requirement for this role, the employee must provide reliable internet connection with sufficient bandwidth to execute all job functions and technology setup conducive to remote work. The company laptop will be provided.
- A quiet, distraction-free workspace is required for maintaining productivity.
- Collaboration with team members may occur through virtual meetings and communication platforms.
