Client Experience Manager

Client Experience Manager
Triumvirate Environmental, one of the largest environmental services firms in North America, is seeking a Client Experience Manager for our Somerville, MA team.
The Client Experience Manager (CEM) serves as the central liaison for Triumvirate's national system accounts — clients with multiple locations spanning states and regions across the country. Because these accounts touch every part of the organization, the CEM exists to keep communication, service delivery, and account execution aligned across the National Sales Team, the Operations Team, Service Line Managers, the Technical Service Department, the Legal Department, and Billing. The CEM proactively manages each assigned account based on its size, scope, and volume of services, and acts as the single point of accountability who ensures that no handoff between departments becomes a breakdown in service for the client.
Triumvirate Environmental provides leading organizations in the higher education, life sciences, healthcare, and advanced manufacturing sectors with diverse services and expertise to assist them with compliance management. At Triumvirate Environmental, we strive to WOW both our employees and our customers. Our unique culture fosters growth, development, education, and creativity.
This position reports to our Client Governance & Experience Lead. This role is onsite and is based in Somerville, MA.
Responsibilities:
Cross-Functional Account Liaison
Serve as the connective point between Triumvirate branch service managers, Service Line Managers, Operations, and related departments to communicate job function, scheduling, paperwork flow, and client-specific rules.
Be the WOW! Ambassador on specific accounts.
Liaise with Regional Waste Coordinators and the Technical Service Department to ensure disposal and end-disposal facilities are corporately approved by Triumvirate and the client.
Onboard new clients to ensure a successful kickoff, coordinating with Legal and Operations on NDA, MSA, CPS, and SOW/CPQ documentation and PO setup.
Identify cross-sell opportunities for existing customers and route them to the National Sales Team.
Conduct post-job follow-up with Operations and Service Line Managers to confirm value was added, the client experience was intimate and consistent, and no open items or incomplete assignments remain.
Schedule and run internal account meetings to align Operations, Service Line Managers, and regional teams on service delivery and WOW! standards.
Own Service Delivery Assurance — staying ahead of service issues across locations before they reach the client.
Lead Service Recovery efforts: triage issues with Operations and Technical Service, and develop new procedures to prevent recurrence.
Support Employee Lead follow-up and tracking in partnership with Operations.
Assist the National Sales Team in closing new system accounts, bridging sales commitments into operational onboarding.
Financial & Billing Liaison
Partner with the Billing Department on timely invoice payments, including credit creation/approvals and AP-related client forms and requirements.
Assist Billing with invoice approvals when necessary.
Review monthly COGS reports with Operations and Finance to ensure accounts are on track for profitability goals.
Track unapplied cash with Billing to ensure payments are applied to outstanding invoices.
Coordinate timely PO renewals with Legal, Billing, and the client.
Collaborate with cost recovery to help optimize gross profit, including routine account COGS reviews.
Field miscellaneous one-off client requests, routing to the appropriate department (Legal, Billing, Operations, or Technical Service).
Take client meetings as needed.
Assist with proposal creation and scoping work, in coordination with the National Sales Team and Operations.
Support Marketing initiatives tied to national accounts.
Log all account activity (meetings, calls, etc.) in Oracle CX (CRM).
Reporting, Compliance & Legal Coordination
Coordinate customer-