Client Success Partner

Proudly serving Sororities and Fraternities, Upper Crust Food Service is known for freshness, quality, variety, and excellent customer service. Upper Crust Food Service began with a vision to solve a problem that many Fraternity and Sorority houses face. That problem is a lack of consistency and professionalism in the kitchen. With a focus on great food and personal service, we've remained true to our roots. Today, the chefs of Upper Crust Food Service prepare tens of thousands of meals weekly for students across the country.

This position is responsible for communication and coordination between customers, operations and sales, with a focus on improving the customer experience, renewing annual food service agreements, and preserving Upper Crust Food Service reputation as the leader in the Greek House food service industry.

Duties/Responsibilities:

• Own and drive the Customer Experience process to preserve and enhance customer contracts, relationships, and experience
• Offer feedback and suggestions on how to enhance the Customer Experience
• Actively engage with key customer decision-makers to identify customer needs and uncover roadblocks to ensure commitments to customer satisfaction are met (Phone, Zoom, Email, text)
• Coordinate with other departments, including Sales, Operations, HR and Finance to solve customer concerns.
• Maintain and report an accurate forecast of renewals within the assigned territory
• Negotiate and execute renewal contracts that align with customers needs and UCFS financial requirements
• Identify upsell opportunities to maximize customer growth
• Work with sales and operations staff to retain at-risk customers
• Analyze agreements and calculate new billing rates for number or service changes
• Assist where needed in the coordination of Special Events, Pre Semester Service and Summer Camps
• Retain and renew annual client contracts, while meeting account retention goals
• Attend trade shows, conventions and conferences when necessary.

Competencies

• Communicate proactively, clearly, effectively and professionally, both written and verbal.
• Build lasting relationships and deliver exceptional customer service
• Detail-oriented with the ability to multitask and stay focused in a fast-paced work environment
• Recognize and escalate urgent issues to the appropriate UCFS department.
• Multitask while maintaining sharp attention to detail
• Improve business practices through process and procedure
• Work productively in a remote office setting with minimal oversight on day-to-day operations.
• Solve problems by thinking critically and utilizing UCFS resources to make the best business decisions possible.

Required Skills/Abilities:

• Strong analytical and problem solving skills
• Excellent organizational skills and attention to detail
• Database management using Customer Relationship Management (CRM) software
• Excellent interpersonal skills
• Email, Microsoft Suite, Google Workplace, Zoom, Excel, Calendar
• Database management

Preferred education and experience

• College level mathematics and algebra preferred
• 2 years work experience as an Account Manager or in a Customer Service Role.
• 2 years of outside sales experience is preferred
• Food Service experience is a plus in understanding client needs
• Associate's Degree, with a bachelor's degree preferred

Special demands

• This position may require phone calls, emails, text messages to the customer and/or UCFS employees during weekends and evenings
• Occasional Planned Travel (15-25%) is required for customer service touch points and trade show attendance.
• Speedy, reliable home internet is required

This is a remote position, working full-time, year round.

Upper Crust Food Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.