Customer Success Manager

Customer Success Manager

Clean Harbors is seeking a Customer Success Manager in Norwell, MA. This position supports Direct-Call Center and other staff as necessary to assure business continuity. The primary objective of this role is to achieve safety, system integrity and Operational Excellence by guiding employee performance and behavior toward the application of organizational programs, policies, and plans. Persons in this role understand the goals and objectives of the organization and work to assist direct reports to see themselves in the "big picture." This includes setting performance expectations, providing guidance on desired results through timely coaching and feedback and influencing personal development.

Clean Harbors is the leading provider of environmental, energy and industrial services throughout the United States, Canada, Mexico and Puerto Rico. Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. We are solving tough problems through innovation and proven methodology – come be part of the solution with us. This is an on-site position with 8- to 10-hour shifts scheduled between 6:00 AM and 6:00 PM, Monday through Friday.

Why work for Clean Harbors?

• Health and Safety is our #1 priority and we live it 3-6-5!
• Competitive wages
• Group 401K with company matching component
• Opportunities for growth and development for all the stages of your career
• Generous paid time off, company paid training and tuition reimbursement
• Positive and safe work environments

Responsibilities

Offer suggestions and provide feedback to improve the operational systems, processes, and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning related to call center operations.

Problem and conflict resolution.

Assure for the management of inbound and outbound calls.

Assure for the manage and direct small/large emergency response, oil spills, highway accident cleanups, and complex emergencies involving natural disasters, fires, civil disturbances, and pollution responses, and have worked with government and industrial response teams at the local, state, and federal levels.

Lead, manage and coordinate call center representatives related to inbound call management and initial field operations in response to environmental emergency responses and/or disaster recovery operations. Directs and coordinates activities of response team remotely to obtain optimum efficiency and effectiveness of operations and maximize profits in accordance with ERTS policies, practices, and procedures.

Ensures customer receives cost effective services in accordance with contract provisions; resolves billing issues to customer and company satisfaction.

QA/QC's all specialist work; seeks opportunities for process/productivity improvements and shares/implements best practices.

Follow Company and Client SOP when handling different situations.

Assist with developing emergency response standard operating procedures (SOPs).

Develop and maintain department schedule.

Analyze and monitor KPI's for department staff on weekly basis. Provide coaching and feedback in needed areas.

Qualifications

Extended periods of time sitting at a desk and using office equipment.

Ability to operate a personal computer/laptop for approximately 8 hours per day.

Extended time is spent reviewing documents, both actual papers or electronic.

The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.

Will spend most of time in an indoor environment.

Travel between markets as needed.

Travel to project sites involving increased organizational and client risk involving hazardous materials, natural disasters, and manmade disasters.

Qualifications and Education Requirements:

• Experience with RCRA, OSHA, and DOT regulations
• IHMM Certifications are preferred (CHMM, CHMP, HMMT). 10 years of experience working in environmental services business is suitable.
• Proven track record of ability to lead.
• 5 years of Call Intake Management Experience in the Emergency Response or Environmental/Regulatory Consulting Industry. 10 years supervisory experience required.
• 10+ years' experience managing and directing small/large emergency response, oil spills, highway accident cleanups, and complex emergencies involving natural disasters, fires, civil disturbances, and pollution responses, and have worked with government and industrial response teams at the local, state, and federal levels
• Advanced computer skills required, attention to detail, and critical thinking.
• A 4-year degree in Environmental Science, Chemistry, Waste Management, Health, Safety, Emergency Management, or similar major is preferred, candidates with 10 years of industry experience will be considered.

Clean Harbors is an equal opportunity employer.

Clean Harbors is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact ect@cleanharbors.com or 1-844-922-5547.

Clean Harbors is a Military & Veteran friendly company.

Clean Harbors is committed to complying with applicable pay transparency laws and ensuring fair and equitable compensation. The posted salary range reflects the minimum and maximum target for this role. Final compensation may vary based on factors such as location, experience, skills, and business needs. In addition to the base salary, some roles may be eligible for bonus or incentive compensation and a comprehensive benefits package.

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