Customer Success Partner

Customer Success Partner

Build lasting customer relationships. Drive success. Make an impact.

We're looking for a Customer Success Partner to join our growing Customer Experience team. In this customer-facing role, you'll serve as the primary point of contact for assigned accounts, ensuring customers achieve success while delivering exceptional service throughout the order-to-cash lifecycle.

This position combines Customer Success, Account Management, Customer Service, Order Management, Sales Support, and Customer Experience responsibilities. You'll collaborate with Sales, Supply Chain, Marketing, and Operations to improve customer satisfaction, increase retention, and identify opportunities for account growth through proactive engagement, upselling, and cross-selling.

If you're passionate about building relationships, solving complex customer issues, and delivering an outstanding customer experience in a fast-paced environment, we'd love to hear from you.

Key Responsibilities

• Serve as the primary Customer Success Partner and trusted advisor for a portfolio of business accounts.
• Develop long-term customer relationships built on trust, responsiveness, and proactive communication.
• Understand customer business goals and recommend solutions that maximize value.
• Deliver personalized customer support while meeting established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Increase customer satisfaction, customer loyalty, retention, and account growth.
• Conduct regular customer check-ins and business reviews.
• Monitor customer adoption, usage trends, purchasing behavior, and account health.
• Identify churn risks and proactively implement customer success strategies.
• Recommend improvements that enhance the customer journey and overall experience.
• Act as the voice of the customer across internal departments.
• Partner with Supply Chain, Sales, Marketing, and Operations to resolve customer concerns quickly.
• Manage customer complaints and escalations with professionalism and urgency.
• Perform root cause analysis and recommend process improvements to prevent recurring issues.
• Ensure a seamless end-to-end customer experience.
• Partner closely with Sales teams to support revenue objectives and customer retention.
• Communicate customer challenges, purchasing trends, and business opportunities.
• Identify upselling and cross-selling opportunities to expand customer accounts.
• Serve as the primary resource for Sales regarding order processing, fulfillment, and distribution.
• Participate in customer strategy meetings and continuous improvement initiatives.
• Manage the complete order lifecycle from order entry through payment.
• Process customer orders accurately and efficiently while maintaining compliance with company policies.
• Communicate order updates including: Delivery changes, Late order notifications, Backorders, Quantity adjustments, Shipment updates.
• Proactively provide: Proof of Delivery (POD), Advanced Shipping Notices (ASN), Invoices.
• Monitor order-to-cash performance and ensure timely issue resolution.
• Track customer success metrics, including: Customer Satisfaction (CSAT), Customer Retention, Customer Adoption, Product Usage, Churn Risk, Order Accuracy, SLA Performance.
• Generate reports and communicate insights to leadership and customers.
• Use data to drive informed business decisions and continuous improvement.
• Participate in organizational change initiatives.
• Recommend enhancements to customer processes, communication, and workflows.
• Keep leadership informed of account status, customer feedback, risks, and growth opportunities.
• Promote company values while maintaining compliance with all corporate policies, safety requirements, and ethical standards.

Qualifications

Required Qualifications

• Minimum 2+ years of experience in one or more of the following: Customer Success, Customer Experience, Customer Service, Client Services, Account Management, Order Management, Sales Support, Inside Sales.
• Experience managing customer orders, complaints, and account issues.
• Experience working with ERP systems such as SAP or similar enterprise platforms.
• Proficiency with Microsoft Office 365, including Excel, Outlook, Teams, and PowerPoint.
• Ability to work in a fast-paced, customer-focused environment.
• Comfortable supporting customers across multiple time zones and holiday schedules.
• Strong organizational skills with exceptional attention to detail.

Preferred Qualifications

• Bachelor's degree in Business, Communications, Supply Chain, Marketing, or a related field (preferred).
• Experience supporting B2B customers in a manufacturing, packaging, logistics, industrial, distribution, or supply chain environment.
• Experience with CRM platforms such as Salesforce, Microsoft Dynamics, or similar systems.
• Knowledge of Order-to-Cash (O2C) processes.

Core Competencies

Customer Success

• Customer Relationship Management (CRM)
• Customer Retention
• Customer Engagement
• Customer Satisfaction (CSAT)
• Customer Advocacy
• Customer Experience (CX)

Communication & Collaboration

• Excellent verbal and written communication
• Active listening
• Relationship building
• Stakeholder management
• Cross-functional collaboration
• Presentation skills

Problem Solving & Analytics

• Root Cause Analysis
• Critical Thinking
• Process Improvement
• Data Analysis
• KPI Reporting
• Decision Making

Organization & Execution

• Time Management
• Multi-tasking
• Prioritization
• Attention to Detail
• Adaptability
• Self-Management

Technical Skills

• SAP ERP
• ERP Systems
• Microsoft Office 365
• Excel
• Outlook
• Teams
• CRM Software
• Order Management Systems
• Reporting & Analytics

Why Join Our Team?

We offer a comprehensive benefits package designed to support your health, financial well-being, career growth, and work-life balance.

Benefits include:

• 401(k)
• 401(k) Company Match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Employee Discounts
• Paid Time Off (PTO)
• Paid Parental Leave
• Paid Elder Care Benefits
• Tuition Reimbursement
• Professional Development Assistance
• Retirement Plan

Keywords for ATS & AI Search Optimization

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