RoadRunner

Implementation Specialist

• Lead timely and successful onboarding execution according to customer needs and objectives
• Manage day-to-day communication and collaboration with customers and internal vendor, service and operations teams during strategy implementation
• Partner with customers to understand business issues and needs
• Recommend Diversion (Recycling) and Brokering (Savings) plans to customers where appropriate
• Perform Broker and Diversion plan implementations to fit customer needs
• Manage and update internal workflows to track customer activities and approvals
• Report to the Implementation Team Lead
• Interact with customers, hauling partners, Account Management and internal Operations teams

Customer Advocate

• Serve as a primary point of contact for RoadRunner’s customers
• Promote customer retention, loyalty, and growth opportunities
• Ensure customer satisfaction and improve areas of dissatisfaction
• Manage multiple projects simultaneously
• Act as a bridge between customers and internal operating departments
• Oversee and resolve customer health issues across supporting areas
• Develop customer-health strategies and intervention plans with internal partners
• Stabilize and save at-risk client business
• Lead customer expansion and margin opportunities, including SWAP, diversion, optimization, and new opportunities
• Coordinate internal teams to ensure smooth, on-time transitions
• Present strategy quotes/estimates and gain customer approval
• Align resources and teams, coordinate timelines, monitor and communicate milestones, and track execution/issues
• Perform customer-retention risk and off-boarding activities
• Report to the Customer Success Manager and interact with customers, Operations, Finance, Customer Success Representatives, and Sales

Customer Success Advocate

Operations

• Manage and resolve incoming post-implementation service requests and operational issues for Mid-Market customers
• Troubleshoot complex, non-standard customer problems using industry and process knowledge
• Ensure ticket documentation is accurate, complete, and aligned with established best practices
• Monitor the unassigned Mid-Market queue and promptly address critical service requests
• Respond to internal communications regarding complex Mid-Market service issues
• Maintain expert knowledge of service expectations, best practices, process changes, service updates, and new guidelines
• Serve as the main point of contact for external hauling partners
• Communicate customer needs, coordinate scheduling updates, and secure adherence to service requirements
• Collaborate with Customer Success, Sales, Operations, and Account Management teams
• Relay hauling partner information, service changes, and resolution details to internal teams
• Report to the Manager, Service Operations; no direct reports

Implementation Specialist

Customer Success Advocate

Service Operations Representative