Job Title: Key Account Director

Location: Remote/Hybrid - USA

Reports to: VP Operations

Department Name: Account Management

Job Type: Full Time - Exempt

Position Summary

The Key Account Director is responsible for revenue growth, margin improvement, and day-to-day supervision of the customer support team for their clients. Reporting to the VP Operations, a crucial role will be played in owning the customer relationship, which includes ensuring contract compliance and fostering a strong working relationship. Additionally, cross-collaboration with other departments is essential to support related functions vital to account management success.

Essential Duties & Key Responsibilities

• Develop and coach Key Account Managers through regular, quality meetings to set strategies and objectives.
• Ensure contract compliance including adherence to and reporting on Key Performance Indicators and projects required by customers.
• Engage in monthly reviews with Key Account Analysts to review and resolve issues in the billing process, set KPIs, and to identify bogus work orders.
• Ensure all Service Level Agreements and Statements of Work are met, all invoicing is accurate and timely (includes Shared Savings and/or Gain Share Management/Baseline Data), and all CPI increases are executed.
• Manage relationships of a defined number of large customers in a particular sector; Provide weekly updates to customers via email and engage in client check ins as needed outside of regular meetings.
• Assign as needed and monitor the completion of service-related projects, such as Right-sizing, Diversion Programs, Load Optimizations, etc.
• Maintain effective communications with leadership and internal departments; prepare and present customer business reviews regularly and attend weekly and monthly financial and commodities reviews.
• Support the sales process by prospecting new customers, managing new customer launches, reviewing current customer scope and identifying share-of-wallet expansion opportunities, and updating Salesforce driving forecasting accuracy.
• Provide service to the SMB Sales team by identifying new markets, partnering with vendors, hiring new sales personnel, launching targeted campaigns for additional services, and more as needed.
• Review billing variances and underwater services with the SMB Billing team on a monthly basis.
• Provide customer timely feedback, and submit sales, service, and other relevant reports on time.
• Analyze and make recommendations to improve/increase account growth; produce change of service requests to customers for approval.
• Track progress towards cost savings and landfill diversion goals.
• Update project trackers that are shared with key customer stakeholders.
• Conduct site audits at customer facilities to determine proper equipment and services to help the customer achieve their sustainability goals.
• Ability to travel and/or work on site up to 50%
• Performs other duties as assigned or apparent.

Supervisory Responsibilities:

• This job has supervisory responsibilities.

Experience & Qualifications:

• Bachelor’s degree
• 7+ years of experience working in account management or similar positions.
• 5+ years of supervisory experience.
• Excellent verbal and written communication skills, including presentation skills.
• Advanced MS Office skills (Excel, Word, PowerPoint).
• Solid understanding of budgeting and progress reporting.
• Demonstrated project execution experience.
• Demonstrated ability to manage a large customer account.
• Proven management experience.
• Extensive experience generating requested reports per customer request.
• Must be available to be on call as required on weekends and holidays.
• Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.
• Exceptional interpersonal skills, with the ability to interface effectively with 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.
• Ability to work independently while also being a team player who thrives in a collaborative environment.
• Discretion and trustworthiness in handling sensitive information and supporting high-level strategic initiatives.
• 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