Customer Excellence Manager
Core
Own the service delivery process to deliver excellent service and accelerate cash collection by managing a team of Customer Technical Advisors and specialists.
Role type
Senior Customer Excellence Manager
Builds
End-to-end service delivery workflow from account planning and order taking through regulatory approval, operations scheduling, and billing.
Domain
Environmental services (waste transport, disposal, recycling) and water management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
P&L and cash management, team leadership and coaching, root cause analysis, performance improvement, stakeholder collaboration, regulatory compliance oversight
Preferred skills
Technical knowledge of waste transport and recycling, experience in large environmental service organizations
Technologies
None stated
Responsibilities
Manage and coach a team of Customer Technical Advisors and Regulatory Specialists; optimize the service delivery process to reduce rework and shorten order-to-cash time; set and monitor customer service expectations and Net Promoter scores; ensure smooth handovers between sales and operations; identify and share growth opportunities with the growth team; report on service standards and unbilled work to senior leadership
Seniority
Senior, hands-on IC