Senior Manager, National Customer Programs

Job Description

The Senior Manager of National Customer Programs is responsible for advancing a national strategy and leading a team that manages the National Accounts portfolio. This team communicates and implements solutions that meet comprehensive service needs and requests outlined in their service agreements. This leader ensures program excellence throughout the customer lifecycle, including onboarding, service execution, financial management, and sustainability outcomes. They focus on driving continuous improvement and fostering cross-functional alignment among Operations, Sales, Finance, and Sustainability teams. The Senior Manager advocates for proactive account management within established processes, stays organized, and supports the implementation of strategic commercial plans. This approach strengthens customer relationships and guarantees best-in-class service. The role combines strategic leadership with hands-on oversight to ensure consistent service performance, high customer satisfaction, and profitable program operations across the National Accounts portfolio. Reporting to this position is the Senior National Accounts Program Manager.


Primary Responsibilities (Essential Functions): The main duties and responsibilities.

Team Leadership & Development

·         Lead, coach, and develop a team of National Account Program Managers responsible for some of the company’s largest national customers.

·         Establish clear expectations, performance metrics, and development plans to ensure a high-performing, customer‑centric organization.

·         Foster a culture of accountability, collaboration, data‑driven decision making, and continuous improvement.

Strategic Program Oversight

·         Oversee program execution across national accounts to ensure operational reliability, contract compliance, and financial health.

·         Develop and implement strategies to enhance customer experience, improve service efficiency, and drive cross-selling opportunities.

·         Review and optimize resource allocation across the PM team based on customer complexity, portfolio size, and strategic importance.

Customer & Stakeholder Management

·         Serve as an executive escalation point for key national accounts, ensuring service issues and strategic needs are addressed promptly.

·         Partner with Sales and National Accounts leadership to support renewals, expansion opportunities, and customer business reviews.

·         Build and maintain strong relationships with customer leadership teams, focusing on long-term partnership and value creation.

Cross-Functional Alignment

·         Collaborate closely with Operations, Dispatch, Sustainability, Finance, and IT teams to ensure seamless service delivery and program execution.

·         Represent customer and program management needs in internal forums, driving improvements in service models, technology platforms, and processes.

·         Lead cross-functional initiatives to reduce service failures, streamline communication, and increase efficiency at scale.

Data, Reporting & Insights

·         Guide the development of reporting tools and dashboards for internal use and executive-level customer presentations.

·         Analyze portfolio trends and drive data-backed recommendations for efficiency, sustainability, and program enhancements.

·         Support pricing strategy, contract negotiations, and RFP development in partnership with Sales and Finance.

Program Innovation & Continuous Improvement

·         Lead initiatives to standardize processes, improve program scalability, and elevate the customer experience.

·         Identify and implement technology solutions that enhance visibility, communication, and operational performance.

·         Develop and refine program management processes, SOPs, and best practices.

Manages 10-12 high-functioning/performing direct reports.

Work Environment:  
Remote
 

Qualifications

Education, Experience, Skills, and Core Competencies:  

Education: 

·         Degree from an accredited college or university in Environmental Sciences, Business Administration, Marketing, or similar areas of study, coupled with a minimum of 5 years of account management experience in either sales or customer-facing.

Experience: (Required minimum of years of relevant experience.)

·         7-12 years of experience in customer service, waste & recycling, or national accounts management 

·        Minimum  2 years of people leadership experience, ideally managing customer-facing teams.

Skills: (The skills listed are the abilities and knowledge required to perform the job effectively.)

Strong financial acumen, including revenue forecasting, cost‑to‑serve analysis, and contract management.

Ability to manage large portfolios, navigate operational complexity, and build strong cross-functional partnerships.

Strong communication skills, executive presence, and customer relationship expertise.

Proficiency in Microsoft Office, Salesforce, CRM platforms, analytics tools, and advanced Excel/reporting skills.

Strong customer service and project management skills.

Understanding of waste profiling, RCRA, and DOT regulations

Core Competencies:
  Strategic Leadership & Vision
  Team Coaching & Talent Development
Customer Relationship Management

·         Operational & Financial Acumen

·         Data‑Driven Decision Making

·         Process Optimization

·         Cross-Functional Collaboration

·         Executive Communication

Up to 30% of travel by car or air to attend customer meetings.

 

Additional Information

Clean Earth offers competitive benefits, including health, dental and vision insurance, life insurance and disability plans, as well as a 401k with company matching. 

Together, we work hard, we succeed through industry know-how, safety, and sustainable growth, and we recognize a job well done.  Knowledge is power and at Clean Earth, we support the continuing education and training of each team member.  Every team member is encouraged to learn and grow with the company through various educational channels that are well-suited for their career path at Clean Earth. 

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

If you have a difficulty applying for any job posted on Enviri Clean Earth’s website because a disability prevents you from using the online system, Clean Earth offers the following alternate application procedure: Call toll free (833) 209-2659 and leave your name, phone number, city and state of residence.  Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job.  This line is dedicated to disability applications only.  No other inquiries will receive a response.