Account Manager in Louisville, Kentucky at Wasteology Group

Account Manager

Location: Louisville, KY (Onsite)

Department: Revenue

Reports To: Director of Account Management

About Wasteology

Wasteology is a growth-stage waste management and sustainability solutions company helping multi-location businesses optimize waste services, reduce costs, and improve environmental performance. As we scale, we are formalizing our revenue engine to ensure disciplined, predictable growth supported by strong customer relationships and operational excellence.

Position Summary

The Account Manager serves as the strategic owner of their client portfolio. This role is responsible for nurturing and growing accounts, identifying and implementing improvement opportunities, and ensuring that every aspect of the customer experience is managed with professionalism and accountability.

The Account Manager is customer-facing and leads strategic calls, Quarterly Business Reviews (QBRs), contract negotiations, and renewal discussions. They work cross-functionally with Customer Service, Billing, and Operations Specialists to ensure all service, financial, and operational needs are handled effectively while delivering measurable cost savings, diversion improvements, and progress toward the customer's goals.

Key Responsibilities

Customer Relationship Management
• Serve as a primary point of contact and trusted advisor for accounts
• Build strong relationships with stakeholders at all levels
• Conduct regular calls and business reviews
• Ensure all customer communications are timely, professional, and solution-oriented
• Practice active listening and empathy to understand each customer’s business, industry, and goals

Account Growth & Strategic Development
• Identify portfolio growth opportunities
• Identify, present and oversee implementations surrounding service, savings, and diversion improvements
• Lead price increase discussions and implementation
• Manage contract renewals and negotiate favorable terms
• Develop and maintain documented account plans, including whitespace and expansion mapping for each account

Cross-Functional Account Oversight
• Coordinate with Billing to resolve contract pricing discrepancies
• Partner with Customer Service to ensure prompt issue resolution and solutions for preventing future escalations
• Work closely with Operations Specialists for account support and customer reporting
• Ensure contracts, pricing files, and CRM data are accurate and current
• Use the Waste Data Platform to prepare QBR materials and present savings, diversion, and service performance data with accuracy

Retention & Risk Management
• Own retention outcomes across the portfolio, monitoring account health and engagement for early-warning signs of risk
• Develop and execute save plans for at-risk accounts, escalating internally before issues reach the customer’s leadership
• Maintain composure in difficult conversations, de-escalating conflict while protecting the relationship
• Capture lessons from losses and escalations to strengthen playbooks and prevent repeat issues

Qualifications

• 2-5 years of experience in account management, client services, or business development
• Ability to grow and retain customer relationships
• Strong presentation, negotiation, and communication skills
• Experience managing contract renewals and price increases
• Proficiency with CRM systems (HubSpot, Salesforce, etc.)
• Strong analytical and problem-solving skills
• Highly organized with strong follow-through
• Financial and business acumen: comfortable with contract economics, pricing structures, and margin awareness
• Ability to interpret waste, savings, and diversion data and translate it into a clear customer narrative
• Excellent time management and prioritization across a multi-account portfolio
• High attention to detail in contracts, pricing, and CRM hygiene

Preferred:
• Experience in waste, facilities management, logistics, or sustainability industries
• Experience supporting multi-location clients

Success in This Role Looks Like

• Customers view Wasteology as a strategic partner
• Accounts are retained, expanded, and renewed successfully
• Cost savings and diversion goals are consistently achieved
• Operational, billing, and service issues are proactively managed
• Customer satisfaction and professionalism remain exceptionally high

Overall, a successful account manager proactively manages accounts by anticipating customer needs and identifying opportunities to strengthen and expand the relationship before the customer recognizes them. Takes a strategic, forward-thinking approach rather than reacting to issues as they arise, consistently delivering ideas and solutions that drive greater value and long-term partnership growth.

Core Competencies

• Relationship builder
• Strategic thinker
• Professional communicator
• Negotiator
• Results-oriented
• Cross-functional collaborator
• Continuous improvement mindset
• Empathetic listener
• Data-driven decision maker
• Detail-oriented
• Adaptable and resilient under pressure

Why Join Wasteology?

• Be part of a fast-growing company in the sustainability space
• Manage strategic customer relationships with measurable impact
• Help clients reduce costs and improve environmental outcomes
• Opportunity for growth as the company scales