Customer Success Mgr, Project Services at Waste Management, Inc. (WM)

United States

$95.7k - $120k

I. Job Summary The primary objective of this role is to execute the onboarding of strategic accounts across all areas. The Customer Success Manager is responsible for building the initial relationship with the client while overseeing onboarding activities and managing communication between the company and the client. The role ensures a complete and successful onboarding before transitioning the client to their permanent account team for ongoing support. II. Essential Duties and Responsibilities * Work directly with customers and internal stakeholders to ensure timely, accurate, and complete execution of complex implementation project plans. * Serve as an internal and customer-facing subject matter expert on implementations and impacts of non-standard use cases. * Provide practical guidance on operationalizing processes, data flows, and regulatory impacts; lead client trainings to optimize engagement. * Partner with functional teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement. * Build and sustain strong relationships with clients during the implementation phase, acting as a strategic advisor by understanding their objectives and challenges; transition relationship to the account team post-implementation. * Lead meetings with customers and internal stakeholders, document and manage action items, and ensure timely execution of project plans. * Engage across the customer’s organization and work cross-functionally to identify opportunities and risks around timelines and business processes; present recommendations and solutions. * Act as a client resource to escalate and address implementation activities, including issue resolution. * Accountable for onboarding analytics and reporting, including customer access, ensuring all information is current, and referencing dashboards during engagements. * Ensure all internal and external data inputs are accurate for successful implementation. * Partner with Billing to confirm billing definitions and ensure first invoice accuracy.   III. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in US. A. Required Qualifications * Bachelor's Degree in Project Management, or a related field; or in lieu of degree, * High School Diploma GED (accredited) and 4 years of relevant work experience. * 7 years of related work experience (in addition to education requirement) B. Preferred: Ideally looking to hire from within the SBS team.  IV. Physical Requirements Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: 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. Work Environment- While this is a remote role, the team is looking to hire within the Windsor, CT area.  Pay The expected base pay range for this remtoe position across the US is $95,700- $120,000K. 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. V. 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, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.   If this sounds like the opportunity that you have been looking for, please click Apply. ABOUT WM WM (WM.com [https://www.wm.com]) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com [https://sustainability.wm.com/]. Equal Employment Opportunity For United States:  WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. For Canada:  WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation. Real ID In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative. What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities.  We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.