Key Accounts Manager - I

Have you been looking for a company that you can get behind and feel good about the impact it has on sustainability and recycling efforts? Quest is a full-service environmental consulting and management group supporting the efforts of Fortune 500 companies seeking to maximize profits and mitigate risks and minimize their ecological footprints.

If you want an opportunity where your efforts make an impact, Quest has an opportunity for you. The ideal person must be able to multi-task, work independently and have strong attention to detail while being able to collaboratively communicate across departments.

Why Work at Quest?
First off, we practice what we preach. We focus every day on recycling, reusing and repurposing where we can, and being socially responsible.

Second, we take care of our employees’ wellbeing and offer a comprehensive benefits package including: Medical/Dental/Vision, 401(k) Plan, Life and STD.

• Company paid Life, Short term disability plan (voluntary employee-paid LTD is offered)
• Eligibility for health and life insurance plans: 1st of month following date of hire
• Remote/hybrid work environment
• 401k plan with employer match
• Employee Stock Purchase Plan
• Paid Holidays, Vacation and Sick time

Finally, we are just a modern, FUN and collaborative work environment. We’re a smaller company that provides opportunities for employees to advance within the company, so there is always room to grow. We offer a casual business environment (so, you can wear jeans), great incentives and rewards with a quarterly recognition program.

ROLE SUMMARY

The Key Accounts Manager (KAM) is responsible for cultivating strong client relationships, resolving issues, and overseeing day-to-day operations to ensure client satisfaction while driving company profitability. This role involves addressing client inquiries, proactively following up to resolve issues, and ensuring timely solutions. The KAM also plays a key role in establishing and nurturing long-term business relationships, as well as managing the seamless onboarding process for new clients.

Oversee the performance of Key Accounts team members, providing guidance to ensure both individual and departmental goals are achieved. Acts as a primary representative of Quest to both vendors and clients, fostering strong relationships. The KAM will also design, implement, and refine processes and procedures, while delivering training to both vendors and customers to ensure efficiency and alignment with company objectives.

The KAM collaborates closely with the Vendor Relations team on the procurement of products and services, assisting in the negotiation of vendor contracts to secure the best terms, conditions, and pricing. Ensures all agreements comply with relevant laws, regulations, and company policies.

This position may require up to 5% travel, depending on business needs.

ROLE DESCRIPTION

• Build and sustain long-term relationships with clients and vendors, managing expectations and negotiating contracts and costs.
• Grow and each client book of business by identifying additional waste and products to be serviced.
• Lead and manage a team, balancing workloads and overseeing project execution.
• Monitor expiring contracts and determine actions for renewals or acquisitions of goods and services.
• Ensure compliance with supplier and customer contracts, following relevant policies and procedures.
• Maintain accurate and up-to-date records in appropriate systems.
• Communicate clear expectations for excellence to the team and monitor performance.
• Generate timely and accurate client reports, ensuring data integrity.
• Prepare and deliver quarterly customer-specific reports for internal leadership and clients.
• Drive client reporting and billing to ensure it is executed and provided timely per the contract and/or agreed upon timeframes.
• Foster positive, motivational relationships across multiple internal and external teams.
• Ensure timely follow-up on outstanding issues and escalations, working to achieve a satisfactory resolution
• Provide effective problem-solving resources and solutions for complex issues.
• Prioritize, develop, and lead business reviews to drive performance.
• Establish service requirements by maintaining effective communication with vendors and clients, conducting surveys, and providing key performance indicators for senior management.
• Lead continuous improvement efforts by evaluating service quality, redesigning processes, and suggesting actionable changes.
• Stay informed on industry best practices through educational resources, publications, networks, and professional organizations.
• Collaborate across departments (finance, accounting, sales, client services, and vendor relations) to meet business objectives effectively.
• Monitor purchase orders for policy compliance, ensuring timely approvals and closure.
• Act as a primary representative for vendors and clients in direct interactions.
• Demonstrate strong written, verbal, and listening communication skills in all interactions with customers, vendors, and internal teams.
• Possess a basic understanding of P&L and accounting processes.
• Lead the rollout of new accounts and client expansions with minimal supervision.
• Effectively prioritize tasks and manage time to consistently meet deadlines.
• Supervisory Responsibilities - Directly supervise employees. Fulfills supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; evaluating employee performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Consistent and prompt attendance.
• Other duties and projects as assigned and required of the business.
• Manages Quest online portal and ensure customer data accuracy
• Manages Quest exceptions daily (CASS/S&C, etc)
• Manages accuracy of BOB (book of business)

CORE VALUES
Together, we DRIVE success through the Quest Core Values:

• Develop People
  • Trust and empower one another
  • Encourage people to be their best selves
  • Honor individual goals and aspirations
  • Build strong leaders
• Foster Respect
  • Support one another
  • Treat every role as vital
  • Embrace diverse backgrounds
  • Create an inclusive environment
• Deliver Innovation
  • Be the change
  • Ask questions and be curious
  • Seek opportunities and identify problems
  • Contribute to solutions
• Value Relationships
  • Win and grow as one team
  • Put people first
  • Partner across the organization to build strong collaboration
  • Embody a customer service mindset – both internally and externally
• Pursue Excellence
  • Act with integrity
  • Hold yourself and others accountable
  • Be fully engaged
  • Focus fanatically on data and insights
  • Serve as a good steward in our communities

ROLE COMPETENCIES

• Bachelor's degree strongly preferred or related field or combination of related work experience and education required
• Management experience with direct reports preferred.
• Mastered skills with Microsoft Office Skills (Excel, Word, Outlook and PowerPoint)
• Properly prioritizes tasks within their day and manages time wisely where deadlines are consistently met
• Responds well in a dynamic and rapidly changing environment
• Flexible, uses critical thinking skills and open to learning new ideas/skills
• Successfully manages and is willing to assist others as a team
• Proven self-starter with growth potential, attentive to detail, strong interpersonal skills with the ability to acquire needed information from various sources

Knowledge & Skills:

• Experienced in managing national accounts
• Strong customer focus with demonstrated ability to synthesize client needs; ability to manage relationships with diplomacy and tact
• Strong interpersonal and verbal/written communication, decision making, and leadership skills.
• Strong technology skills and demonstrated proficiency using standard software packages
• Exceptional negotiating, analytical, planning, problem solving, organizational, and project management skills
• Must be able to maintain the required level of activity toward achieving goals without direct supervision.
• Ability to influence and work and communicate effectively with various levels of management.