Inside Account Manager

The Inside Account Manager will be responsible for owning and managing the customer relationship and life cycle of our NYC smaller accounts. The successful candidate in the role will liaise with existing NYC customers and internal RTS operations to drive waste surveys with the goal of re-signing account contracts that meet RTS’ margin profile, driving company gross profit and growth results. The role is ideally suited to a seasoned professional excelling at both relationship building and analytical problem solving, with strong working knowledge of NYC’s waste and recycling industry. This position offers a unique opportunity to build relationships with the core of RTS’ NYC account base. In addition to re-signing select accounts, the successful candidate will provide consultation, reporting, and work with clients to right size services. This position does not focus on the acquisition of net new business, but growth in revenue and sales pipeline for upselling within existing customer portfolios. You will assist in the onboarding of new customers under $5,000 as required to ensure Gross and Net Retention goals are met.

Other duties may be assigned on an as-needed basis.

What you will be doing:

• Effectively retain and grow existing IAM Book of Business in New York City
• Work with RTS clients and Operations on Business Integrity Commission (B.I.C) required waste surveys, to drive rate increases and ensure profitability.
• Re-sign out of contract accounts, with a focus on select customers and NYC franchise territories.
• Attain retention metrics and ensure customers remain under contract
• Generate new opportunities within existing portfolio customers for new sites, new services, and cross selling opportunities.
• Identify sustainability opportunities to enhance the clients waste profile and increase RTS’ profits
• Attend sales appointments, joint sales calls with Director, Account Management, NYC and conduct business reviews with accounts on a regular basis.
• Utilize CRM daily for customer activities and sales pipeline management
• Use customer and prospect CRM management software and update relevant information held in these systems daily.
• Meet and exceed all monthly, quarterly, and annual KPI’s as outlined by the SVP, Account Management.
• Liaise closely with customer care and operations team to help mitigate retention
• Monitor customer activity and proactively make recommendations for service changes or other solutions to better meet their needs
• Guide customers as an industry expert on waste and recycling technology, diversion opportunities, city bylaws and other regulations to set and meet waste and recycling goals.
• Attend and present at client meetings (via team, zoom, phone or in person as needed) as well as at other company functions, networking events or as necessary to perform duties and manage customer portfolio.
• Work in conjunction with the Sustainability department to assist customers with complex needs around waste auditing, diversion reporting, and other services as required.
• Direct operational requests (including but not limited to extra pickups, temporary bins, roll-off haul requests) to Customer Care team
• Attend and present at client meetings (via team, zoom, phone or in person as needed) as well as at other company functions, networking events or as necessary to perform duties and manage customer portfolio.
• Assist with customer escalations and liaise with Key Account Managers in NYC
• Other duties or projects as requested

Requirements

Education and Experience

• Bachelor’s Degree in business or environmental studies preferred
• 5 years’ experience managing relationships in B2B Environment
• Strong analytical skills and ability to develop insights from available data sources

• Ability to draw out strategy and plans from analytical insights (Ie: finding the win-win solutions)
• NYC Waste industry experience
• Priority management skills
• Effective negotiation skills
• Effective written and oral communication skills (Ie: active listening)
• Customer relationship development and management
• Presentation skills (Ie: one on one and to Executive level)
• Proficiency with Microsoft Office Suite
• Ability to deal with ambiguity
• Analytical thinker with strong problem-solving skills
• Ability to adapt and change
• Works well under pressure to meet deadlines
• Meticulous attention to detail
• Detail oriented and organized with proven experience in simultaneously managing multiple projects

Other Knowledge, Skills, or Abilities Required

Resourceful, problem-solver, critical thinker, organized, attention to detail, and follow-through. A flexible communicator with the sophistication to handle complex customer, partner, and internal communications. An individual who enjoys solving problems and understands how to grow a business in a dynamic and fast-paced startup-like environment. Must support diversity, be open to different ideas and voices, and agree to communicate openly and honestly.

Benefits

At RTS, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short-Term Disability. Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by job and offer. Additional Educational opportunities and training may be available at the approval of management.