Retention Account Manager

Job Description

Job Description

Ecowaste Solutions is one of the fastest-growing companies in the waste management industry, an essential, recession-resistant business that keeps communities and businesses running no matter what the economy is doing. As we continue to expand our footprint, we remain grounded in the same hands-on, dependable work that built our reputation in the first place, and we're looking for people who bring that same pride, consistency, and commitment to excellence to their work every day. Joining Ecowaste means joining a company that is growing quickly while standing on the stability of an industry that isn't going anywhere, giving our team the best of both: real opportunity for growth and the security of essential, steady work.

Are you a relationship-driven professional who thrives on solving problems and keeping customers happy? Our Retention Account Manager position just might be what you're looking for. In this role, you will manage a designated book of business across, serving as the primary point of contact for customers considering canceling service and working to preserve long-term relationships through effective solutions, contract renewals, and account growth. The ideal candidate brings strong negotiation and communication skills, sound judgment under pressure, and a genuine drive to protect and grow existing customer relationships.

Responsibilities

• Manages a designated book of business for the assigned region.

• Builds and maintains strong relationships with existing commercial and industrial customers to maximize retention and satisfaction.

• Contacts customers requesting service cancellation to identify the root cause of dissatisfaction and implement appropriate retention strategies.

• Negotiates service agreements, contract renewals, and pricing solutions that meet both customer needs and company objectives.

• Monitors customer accounts to ensure service agreements remain current and proactively addresses upcoming contract expirations.

• Maintains a thorough understanding of company services, pricing structures, and service offerings to recommend solutions that best meet customer needs.

• Identifies opportunities to increase account penetration by promoting additional company products and services.

• Responds to cancellation requests in accordance with established company policies and escalation procedures.

• Supports company pricing initiatives through proactive customer communication and issue resolution.

• Utilizes Salesforce CRM daily to document customer interactions, maintain accurate account information, schedule follow-up activities, and manage retention opportunities.

• Captures and maintains accurate customer contact information while minimizing customer credits and rate restrictions.

• Collaborates with Operations, Customer Service, Sales, and other internal departments to resolve customer concerns and improve the overall customer experience.

• Monitors customer satisfaction and proactively identifies opportunities for service improvements.

• Meets regularly with leadership to review retention metrics, account activity, customer trends, and performance goals.

• Represents the company professionally by participating in community events, trade associations, Chamber of Commerce meetings, and other company-sponsored activities as appropriate.

• Performs other duties and special projects as assigned.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.

• At least one year of experience in customer retention, account management, sales, or customer service required.

• Waste, environmental services, transportation, or related industry experience preferred.

• Experience negotiating service agreements and resolving complex customer concerns preferred.

• Working knowledge of Salesforce CRM preferred.

• Excellent verbal and written communication skills required.

• Strong negotiation, relationship-building, and conflict resolution abilities required.

• Proficiency with Microsoft Office Suite and CRM software required.

• Demonstrated ability to manage multiple customer accounts while meeting deadlines and maintaining attention to detail.

• Ability to work independently while collaborating effectively with cross-functional teams.

Pay and Benefits

• Weekly pay.

• Multiple health plans available, including a tax-advantaged HSA option.

• Dental and vision coverage.

• Company-paid basic life insurance.

• Retirement plan with a company match up to 5%.

• Paid time off.

• Access to employee discounts through LifeMart.

Ecowaste Solutions and subsidiaries offer a competitive base salary, the opportunity to earn incentive pay, and a comprehensive employee benefits package. Please submit your resume and salary history for consideration. Only applicants who meet minimum qualifications will be considered, and only individuals selected for an interview will be contacted.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.

This job description is not an exhaustive list of all duties, responsibilities, and requirements associated with this position. Duties, responsibilities, and requirements may change at any time with or without notice.