Customer Success Manager - Tradebe

Tradebe Environmental Services is a global leader in environmental services with US Headquarters in Merrillville, IN. Tradebe was founded in 1984 with the vision of helping industrial and chemical companies manage the increasing complexity of the waste they generate, ensuring safety for the people and the environment. Today, we continue to innovate and evolve as we maintain our firm commitment to propelling the circular economy and creating a more sustainable world. We actively contribute by managing all kinds of environmental liabilities in a safe and sustainable manner, focusing on reusing or recycling raw materials and energy, and being dedicated to meeting our customers' environmental goals. In the United States, Tradebe Environmental Services has 30 sites and serves customers from a broad range of markets, from petrochemicals to aerospace and hospitals, with unparalleled safety and quality standards.

The Opportunity

We are seeking a dynamic and motivated Customer Success Manager to join our team! Responsible for building and strengthening customer relationships to promote retention, loyalty, and advocacy, you would be the primary day-to-day point of contact for some our most critical customers. Building rapport, proactively identifying and solving customer and company issues, and identifying and capitalizing on business opportunities is foundational to finding success in this role.

The ideal candidate thrives on improving customer intimacy, and extensive technical knowledge in the Environmental Services industry is strongly preferred.

Key Job Responsibilities

• Environmental, Health & Safety: Foster a culture of safety by prioritizing and ensuring compliance with all Environmental, Health, and Safety (EHS) policies and procedures.
• Customer Onboarding: Guide new customers and internal teams through the onboarding process, ensuring smooth and successful implementation.
• Account Management:
  • Serve as the critical, non-selling point-of-contact for assigned customer accounts, fostering strong relationships and trust.
  • Monitor customer usage and adoption of our products and services, providing internal and external recommendations for optimization.
  • Participate in strategic account management planning, including pricing and renewals
• Opportunity Identification and Connection:
  • Identify, document, and connect team members to cross-selling opportunities
  • Identify, document, and connect stakeholders through the customer's organization to deepen customer partnerships and wallet share capture
• Metrics and Reporting:
  • Lead the development of content assets, data, and insights with the support of the Sales Operations to make impactful customer reviews
  • Provide customer-facing reports and key metrics to ensure we are meeting our performance goals
• Proactive Issue Resolution:
  • Act as a liaison between the customer and internal teams to proactively address and resolve customer issues or concerns promptly
• Financial Management Support:
  • Proactively identify billing discrepancies and issues through the support of the Finance and Operations team and develop plan to resolve in a timely manner

Key Job Responsibilities

• Education and Experience: Bachelor's degree in Business Administration, Environmental, Chemistry, or related field required. 5+ years of experience in a customer success or experience, or technical role in the industry. Additional experience in lieu of a Bachelor's degree accepted.
• Skills:
  • Strong organizational skills and attention to detail.
  • Previous customer success experience, sales, or account management experience
  • Ability to work independently with minimal supervision
  • Strong business acumen with knowledge of market and industry drivers
  • Impeccable communication skills: verbal, written, and presentation skills
  • Customer-centric mindset with a win-win mentality
  • Knowledge of best practices in customer success and retention
  • High work capacity, dependable, results oriented and strong sense of urgency
  • Ability to travel 10-20% for customer meetings (quarterly)
  • Proficiency in SAP is highly desirable.
  • Previous experience with environmental services or waste management.
  • Knowledge of RCRA and waste profiling highly preferred.

What Does the Interview Process Look Like?

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