Customer Excellence Manager - job 2 of 2
Company Description
About Veolia North America
A subsidiary of Veolia group, Veolia North America (VNA) is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. VNA helps commercial, industrial, healthcare, higher education, and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has more than 10,000 employees working at more than 350 locations across the continent.
Job Description
Position Purpose:
The position owns the service delivery process. The position’s purpose is to deliver excellent service to our customers and to “ring the cash register” - meeting as many customer needs as possible and reducing the time from order through to cash. To do so, this position ensures that his/her team identifies and resolves systematic issues in the service delivery process.
Primary Duties/responsibilities:
- Manage, develop and inspire a team comprising: Customer Technical Advisors, Technical and Regulatory Specialists, a Contract Control Manager; and exercise responsibility for billing on behalf of the branch.
- Own the service delivery process from account planning, through taking orders, ensuring regulatory approval, tasking scheduling/Operations, through to billing. Make sure this process is joined up and mistakes minimized by owning, investigating and addressing the systematic causes of rework and common disruptions. In doing so shorten the time from orders through to cash.
- Set customer service expectations for Customer Technical Advisors. Performance manage and coach Customer Technical Advisors to deliver these targets. Manage Net Promoter scores.
- Maintain a small, expert Technical and Regulatory Specialist team. Ensure they are focused on high value advice/ checking and identifying systemic issues to resolve and not dragged into day to day doing/short-term band aids.
- Ensure smooth handover of new customers from Sales Reps to Account Managers/ Customer Technical Advisors; and from Inside Sales to Customer Technical Advisors.
- Ensure that Project Managers (those that are onsite coordinators) feed requests through to Customer Technical Advisors, rather than short-circuiting the customer delivery process (even if the Project Managers report through Operations).
- Ensure both a clear division between, and collaborative working across, Customer and Operations.
- Ensure that the Customer Excellence team identifies growth opportunities and shares them with the growth team.
- Report progress in maintaining high customer service standards and driving down unbilled work to the GM and SVP Operations.
Qualifications
Education / Experience / Background:
- High School diploma or GED
- Several years experience in customer, technical and operational roles in Veolia or a similar player
- Technical knowledge/ experience of waste transport, disposal and recycling (from a degree or from experience)
- A track record of delivering performance improvement
- A track record of building teams and getting different types of people to collaborate together
Knowledge / Skills / Abilities:
- Strong accounting/ P&L/ cash management skills
- Strong customer mindset
- Deep technical knowledge/ experience of waste transport, disposal and recycling (from a degree or from experience)
- Strong systems focus - desire to address root causes of issues rather than adding band aids
- Able to own and account for performance to senior leadership
- Able to manage a diverse team and ensure that they deliver more than the sum of their parts
Additional Information
BENEFITS
Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.
We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.
Average salary estimate
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Join Veolia North America as a Customer Excellence Manager and take the lead in delivering exceptional service to our clients in Menomonee Falls, WI! In this pivotal role, you will manage a diverse team of Customer Technical Advisors, Technical and Regulatory Specialists, and a Contract Control Manager, ensuring seamless service delivery from order through to cash. Your expertise will be key in identifying and resolving systematic issues throughout this process, enhancing customer satisfaction while minimizing the time taken for service delivery. With multiple years of experience in customer, technical, and operational roles, you will set service expectations, coach your team, and maintain high standards of performance, driving key metrics like Net Promoter scores. You'll also oversee the smooth handover of new customers and foster collaborative relationships between Customer and Operations teams, all while spotting growth opportunities for further business success. At Veolia North America, you will thrive in an environment focused on innovation and efficiency, helping to shape the future of environmental management services. If you have the strong technical knowledge in waste transport, disposal, and recycling, combined with robust leadership skills, we would love to hear from you!
Veolia group is the global leader in optimized resource management. With nearly 169,000 employees worldwide, the Group designs and provides water, waste and energy management solutions which contribute to the sustainable development of communities...
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