Manager, Customer Retention

About Us:

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

The Manager Customer Retention will lead, coach and direct 8-12 Retention Specialists to achieve their assigned annual retention quota.  They will build and enhance a positive, customer centric culture.  They serve as a collaborator and team builder across all Stericycle departments to maximize efficiencies and customer satisfaction.  This is a high touch customer centric role dealing with at risk clients and requiring strong critical thinking and problem-solving skills coupled with the ability to build strong working relationships. 

Key Job Activities:

• Communicate and enforce Stericycle policies, procedures.
• Teach and coach Retention Specialists to be proficient in knowledge of services as well as retention skills and processes, system proficiency (SFDC, SAP), customer communications and problem solving.
• Conduct weekly Pipeline Reviews to insure the achievement of weekly targets or quota.
• Forecast weekly and monthly closed-won sales.
•  Analyze team performance daily and adjust as needed to drive consistent performance.
• Oversee timeliness and quality of responses to customer complaints with the goal of restoring brand loyalty.
• Perform other duties and responsibilities, as assigned.
• Hybrid role within driving distance to corporate office located in Bannockburn, IL.

Education:

Required Education: in Bachelors or Equivalent

Experience (North America):

•    Bachelor's degree or equivalent.
•    3-5 Years of customer service/retention experience preferably within Inside Sales or Customer Service capacity.
 

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Our Promise:

Stericycle is committed to attracting and retaining a diverse workforce, and to valuing unique perspectives and identities. We foster a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. It fuels our innovation and strengthens our connection to our customers and the communities we serve. We are proud to be an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.