- Establishes and maintains a high level of customer satisfaction.
- Communicates to and works with the Retention Manager to resolve unique customer issues.
- Increases revenue and profitability by executing sound plans on retention calls to improve the customers service and/or profitability.
- Matches Waste Management services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other Waste Management business opportunities, referring internally as appropriate.
- Proposes customer solutions that are compliant with appropriate local, state and federal regulations.
- Updates and secures customer service agreements.
- Effectively use Waste Management sales productivity software tools (. Prospect and Customer Database, Proposal Program, Pricing Tools, .
- Acquires in depth industry and company knowledge in order to prepare complex proposals and make recommendations on equipment optimization and leasing options.
- Negotiate and manage large-scale, complex agreements with 3rd party haulers, brokers, and consultants, ensuring beneficial terms that support strategic goals and service excellence.
- Serve as the primary liaison between WM, 3rd Party Haulers, consultants, and brokers, fostering strong, productive relationships.
- Leverage bilingual capabilities to communicate effectively with all stakeholders, ensuring clarity and mutual understanding in all agreements and discussions.
- Conduct market analysis and stay informed of industry trends to identify potential partnership opportunities and areas for service enhancement.
- Collaborate with internal teams, including legal, finance, and service delivery, to ensure agreements are executed flawlessly and aligned with company policies and objectives.
- Lead project management efforts related to the implementation of agreements, ensuring deadlines are met and stakeholders are kept informed of progress.
- Provide strategic insights and recommendations to senior management, contributing to the overall direction and growth strategy of the company.
- Education: Bachelor's Degree (accredited) in Sales, Marketing, Business Administration or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience.
- Experience: Two (2) years of relationship management experience in environmental, waste or related service industry (in addition to education requirement).
- None required.
- Bilingual (English and French - spoken and written)
- Ability to generate reports, general business correspondence, present information and respond to questions for managers, clients and the public.
- Significant knowledge of Microsoft Office applications, including Word, Excel and PowerPoint with substantial experience with web based interactive systems.
- Demonstrate exceptional presentation skills.
- Proven experience in program management, partnership development.
- Strong negotiation skills and experience managing large-scale agreements or contracts.
- Strategic thinker with the ability to analyze market trends and translate them into actionable strategies.
- Strong project management skills, with the ability to lead projects to successful completion.
- Ability to work independently, as well as part of a team, in a fast-paced environment.
- Valid driver's license, reliable transportation carrying the required amount of insurance as outlined by the company;
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds part of the work day;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements sometimes.
- Normal setting for this job is an office setting, will require travel to field locations.
Bilingual Program Manager - Kitchener, Canada - Waste Management
Description
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
I. Job Summary
Manages existing business relationships by developing and implementing sound retention strategies, utilizing strong negotiation efforts to preserve business, and securing contract agreements from previously non-contracted customers. The Program Manager will handle all retention requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments during face-to-face interactions. All escalations for customer service within the book of business will be resolved through this position.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
III. Supervisory Responsibilities
This job has no supervisory duties.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Benefits
At Waste Management, 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 RRSP, 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."