Job Title: Client Services Manager

Location: Remote/Hybrid - USA

Reports to: Key Account Manager

Department Name: Account Management

Job Type: Full Time - Exempt

Position Summary

The Client Services Manager is responsible for client program delivery and execution and managing Client Service personnel. Reporting to the Key Account Manager (KAM)/Director, you will play a crucial role in the delivery of high-quality service on a daily basis. Your goal will be to ensure the integrity of the critical customer data that drives accurate billing to clients and payment to vendors.

Essential Duties & Key Responsibilities

• Manage service escalations by communicating to site contacts as well as corporate stakeholders.
• Generate, analyze, and present performance reporting to key client decision makers, either on-site at client locations or virtually.
• Examine metrics and prepare for monthly and quarterly business presentations that reflect key account metrics and progress toward Client’s goals.
• Maintain understanding of company capabilities and service, and partner with various departments as needed.
• Coordinate with the Project Team to ensure timely and effective implementation of new locations, relocations, or closures.
• Provide feedback and coaching for team members to continuously improve the quality of customer service provided to clients.
• Facilitate collaboration for cross-departmental deliverables.
• Work with the Key Account Manager to ensure teams are fully staffed and coverage is available off hours.
• Available for weekend and after-hours resources.
• Responsible for ensuring the CS team is trained on all processes and any system updates and/or new features.
• Ability to travel and/or work onsite as needed.
• Performs other duties as assigned or apparent.

Supervisory Responsibilities:

• This job has supervisory responsibilities.

Experience & Qualifications:

• High school diploma required.
• Bachelor’s degree is preferred.
• Minimum 5 years of successful Client Service Management.
• Proven ability to drive sustained customer service satisfaction for National Account customers.
• Excellent problem-solving ability.
• Advanced Microsoft Office skills (Excel, Word, PowerPoint, Salesforce).
• Expertise in Power BI.
• Strong team management skills.
• Professional written and oral communication skills.
• Plans and carries out responsibilities with minimal direction.
• Strong organizational skills with the ability to manage multiple priorities and deadlines under pressure.
• Exceptional interpersonal skills, with the ability to interface effectively with external and internal stakeholders at all levels of the organization.
• Strong customer service orientation with the ability to handle inquiries and requests efficiently and professionally.
• Attention to detail and a commitment to accuracy in all aspects of account management.
• A proactive, can-do attitude with a willingness to take ownership of tasks and drive them to completion.
• Ability to work independently while also being a team player who thrives in a collaborative environment.
• Travel and/or onsite work will be on an as needed basis
  
  

Physical Demands and Working Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this job in a home office setting, the employee is regularly required to work on a computer for extended periods of time.
• Frequent use of a computer requires fine motor skills and hand-eye coordination.
• Ability to sit for extended periods while working from home or a designated workspace.
• Ability to perform tasks that require sustained attention and focus.
• Occasional lifting of materials up to 25 pounds.
• Travel to attend team meetings may be required.
• To facilitate working from home, and as a requirement for this role, the employee must provide reliable internet connection with sufficient bandwidth to execute all job functions and technology setup conducive to remote work. The company laptop will be provided.
• A quiet, distraction-free workspace is required for maintaining productivity.
• Collaboration with team members may occur through virtual meetings and communication platforms.
  
  

About Rubicon

Rubicon is a leading provider of technology-based waste and recycling solutions for waste generators, helping them to understand, manage, and reduce waste. We provide multi-location businesses with an all-in-one waste and recycling solution, offering deep insights into your waste streams to enable informed decision-making and actions across all your locations. We help customers achieve sustainability goals with tailored zero waste solutions, leveraging our longstanding relationships with more than 8,000 vendors and hauler partners.

Rubicon is an Equal Employment Opportunity Employer. We also maintain a Drug-Free Workplace.

Rubicon is committed to sustainability and will rely on all employees to serve as an advocate for Environmental Social and Governance (ESG) both internally and externally to help grow the Company’s ESG objectives.

• Environment: Contribute, measurably, to Rubicon’s carbon reduction goal and circular economy efforts
• Social: Support Rubicon’s efforts to cultivate/promote racial and gender equity
• Governance: Advance Rubicon’s commitment to best-in-class governance practices