Client Success Manager / Account Manager Who We Are Waste Solution Services (WSS) helps multifamily and commercial portfolios lower and stabilize waste spend. We act as dedicated advocates, bridging the gap between clients and haulers to audit invoices, optimize contracts, right-size service, and manage vendor issues. Our focus is on cost predictability, operational efficiency, and reliable service, backed by personalized, hands-on client support. Title: Client Success Manager / Account Manager Compensation: $26–$32 per hour, depending on experience, plus benefits Location: Lawrence, NY - In-Office Job Type: Full-Time The Role (What You'll Do) Waste Solution Services (WSS) is seeking a highly organized, customer-focused Client Success Manager / Account Manager to manage a portfolio of client accounts and ensure clients receive responsive, dependable service. This role requires strong communication, problem-solving, and follow-through, with responsibility for managing customer issues from initial identification through final resolution. The successful candidate will serve as a primary point of contact for clients, coordinate with waste-hauling vendors and internal teams, and take ownership of account outcomes. The ideal candidate is proactive, detail-oriented, and comfortable managing competing priorities in a fast-paced environment. They will build strong client relationships, resolve operational challenges, identify opportunities to improve service and control costs, and contribute to long-term client retention. Core Responsibilities
- Account Management & Client Relationships
- Manage a portfolio of client accounts and maintain strong relationships with property managers and other client stakeholders.
- Serve as the primary point of contact for client questions, requests, and concerns.
- Communicate proactively with clients, provide timely updates, and establish clear expectations.
- Monitor account health, identify potential risks, and support client retention.
- Identify opportunities to improve service quality, account performance, and the overall client experience.
- Issue Resolution & Service Coordination
- Take ownership of customer issues from initial report through final resolution.
- Coordinate with waste-hauling vendors and internal teams to resolve service problems.
- Investigate missed pickups, damaged containers, unexpected service changes, scheduling issues, and other operational concerns.
- Follow up with vendors to ensure commitments are met and problems are resolved promptly.
- Escalate urgent or complex issues when necessary while maintaining accountability for the outcome.
- Document service issues, track outstanding requests, and ensure appropriate follow-through.
- Vendor & Cross-Functional Coordination
- Work directly with waste-hauling vendors to address service failures and improve performance.
- Coordinate with internal departments to ensure consistent communication and timely issue resolution.
- Establish clear ownership of outstanding requests and follow up until completion.
- Identify recurring vendor or operational problems and recommend practical solutions.
- Cost Optimization & Billing Support
- Help identify billing discrepancies, incorrect charges, and opportunities for invoice corrections or credits.
- Identify opportunities to reduce unnecessary waste-management expenses and improve service efficiency.
- Coordinate service adjustments and vendor follow-up to ensure accounts are appropriately serviced.
- Support efforts to improve cost predictability and deliver measurable value to clients.
- Account Health & Process Improvement
- Maintain accurate account records, service documentation, and issue-tracking information.
- Identify potential client dissatisfaction and address concerns before they escalate.
- Recognize recurring operational challenges and recommend improvements to internal processes.
- Contribute to workflows that improve accountability, communication, and the quality of client service.
Requirements
- Experience in customer success, account management, client services, or a related role.
- Strong written and verbal communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple accounts, competing priorities, and time-sensitive issues.
- Strong problem-solving skills and a proactive, solutions-oriented mindset.
- Demonstrated ability to take ownership of issues and follow through without constant supervision.
- Ability to communicate effectively with clients, vendors, and internal stakeholders.
- Strong follow-up skills and the ability to manage issues through final resolution.
- Proficiency with Microsoft Office and general business software.
- Ability to work full-time in an in-office environment in Lawrence, NY.
Preferred Experience
- Experience in waste management, property management, facilities services, or another B2B service-oriented industry.
- Experience managing multiple client accounts with responsibility for customer satisfaction and retention.
- Familiarity with vendor coordination, service scheduling, billing discrepancies, and service adjustments.
- Experience identifying operational inefficiencies and implementing practical solutions.
- A track record of building strong customer relationships and resolving complex service issues.
Notice: WSS does not accept unsolicited contact from recruiters, agencies, or third-party vendors. Applicants must complete the official application to be considered. Direct emails or phone calls to the Company will not be accepted and may result in disqualification from consideration.