Sales Account Manager in Baltimore, Maryland at Gold Medal Environmental - Apple Valley Waste Inc

Turn trash into opportunity — build a career that keeps communities running.

Patriot Disposal/Apple Valley Waste is seeking a driven and relationship-focused Account Manager to manage and grow a portfolio of commercial accounts in a field-based environment. This role is accountable for customer retention, revenue protection, service issue resolution, and strategic account growth across an assigned book of business, with 50-75% of time spent in the field supporting customer relationships and service performance.

The Account Manager serves as the primary owner of account health within the territory and is expected to protect recurring revenue, strengthen customer loyalty, and identify operational or commercial risks before they result in lost business. Success in this role is measured through quantifiable retention, resign, growth, service responsiveness, and account review metrics aligned to the environmental waste industry.

Key Responsibilities

• Manage and maintain a portfolio of commercial accounts, with direct accountability for account retention, revenue preservation, and long-term customer partnership performance.
• Maintain an annual account retention rate of 85%-92% across the assigned book of business, while actively managing service recovery plans for at-risk accounts.
• Maintain a resign rate greater than 7% by proactively identifying underperforming pricing, service gaps, container right-sizing opportunities, and renewal or repricing actions across the customer base.
• Conduct quarterly account performance reviews on the top 20% of accounts that generate 80% of assigned revenue, including service performance, profitability, contract status, pricing alignment, growth opportunities, and competitive risk assessment.
• Complete routine on-site account visits, service evaluations, and operational walkthroughs to validate service quality, container utilization, contamination issues, hauling frequency, and customer satisfaction.
• Identify and close expansion opportunities within existing accounts through additional services, equipment upgrades, frequency changes, recycling solutions, compactor services, temporary roll-off opportunities, and contract renewals.
• Serve as the primary point of contact for assigned accounts and resolve customer concerns in coordination with operations, customer service, dispatch, billing, and leadership teams.
• Maintain full ownership of account plans, customer communications, open issues, and growth opportunities in the CRM, with timely updates after customer interactions and field visits.
• Provide recurring account forecasts and business reviews to leadership, including retention risk, expected attrition, pipeline expansion opportunities, and key account action plans.

Quantifiable Performance Metrics

The following metrics strengthen the role and align it with waste and recycling account management expectations:

• Annual account retention rate: 85%-92%.
• Resign rate: greater than 7% across the assigned portfolio.
• Quarterly business reviews completed for the top 20% of accounts driving 80% of revenue.
• Monthly touchpoint cadence for top-tier accounts and quarterly on-site reviews.
• Field visit expectations by account tier, route density, or annual revenue band.
• CRM compliance standard of 100% for account notes, issue tracking, pricing actions, and opportunity updates within 24 hours.
• Service issue response target, such as same-day acknowledgment and resolution follow-up within 48 hours.
• Expansion revenue target tied to upsell, cross-sell, repricing, and contract renewal performance.
• Contract renewal conversion target for expiring agreements within the assigned portfolio.
• Gross revenue retention and net revenue retention goals by territory or book of business.
• At-risk account action plans completed for all accounts flagged for churn, pricing erosion, service disruption, or competitive pressure.

Waste Industry Enhancements

The Account Manager is also responsible for recurring-service operational and commercial performance drivers.

• Monitor service exceptions, missed pickups, contamination issues, overflow events, and billing disputes on assigned accounts and partner with internal teams to reduce recurrence.
• Identify opportunities to improve route density, container utilization, service frequency alignment, and margin performance through structured account reviews.
• Support contract compliance and renewal strategy by tracking expiration dates, rate escalators, service scope changes, and customer pricing history.
• Escalate competitive threats, local market changes, and significant service risks that could affect retention or revenue performance.
• Participate in monthly territory reviews with leadership to evaluate churn exposure, account performance trends, and strategic growth opportunities.

Skills and Qualifications

• Proven ability to manage customer relationships while meeting retention, revenue, and account growth objectives in an account management, outside sales, or service-based role.
• Strong business judgment and problem-solving skills, with the ability to assess service performance, financial impact, and customer risk within an assigned portfolio.
• Strong verbal and written communication skills, including the ability to conduct business reviews, pricing conversations, and service recovery discussions with customers.
• Ability to work independently in the field, prioritize high-value accounts, and manage multiple account issues, renewals, and growth initiatives at once.
• Proficiency with CRM systems, Microsoft Office, and account reporting tools used to monitor retention, revenue, service issues, and opportunity pipelines.
• Experience in waste management, recycling, environmental services, logistics, or other route-based recurring service industries is strongly preferred.

Licenses and Requirements

• Valid driver’s license with a clean driving record.
• Ability to pass a background check and drug screening.
• Willingness to travel 50%-75% of the time within the assigned territory.

Why Join Patriot Disposal

At Patriot Disposal/Apple Valley Waste, you’ll have the opportunity to lead a critical frontline team in a growing, essential services business. We are committed to safety, operational excellence, and building a culture where employees are valued, developed, and set up for success. This role offers meaningful impact, leadership responsibility, and opportunities for career growth.

Equal Opportunity Employer

Patriot Disposal is an Equal Employment Opportunity employer. We are committed to building a diverse and inclusive workforce where all employees feel valued, respected, and supported.