Customer Success Partner

Customer Success Partner

Customer Success Specialist | Customer Experience Representative | Account Management | Order Management

Pay: $23.00–$25.00 per hour Shift: Morning Shift Location: Charlotte, NC Employment Type: Full-Time

About the Role

We are seeking a customer-focused, relationship-driven Customer Success Partner to join our growing Customer Experience team. In this role, you will serve as the primary point of contact for assigned customer accounts, ensuring exceptional service, proactive communication, and long-term customer satisfaction.

The ideal candidate has experience in Customer Success, Customer Service, Account Management, Order Management, Supply Chain Customer Support, or Client Relationship Management and enjoys collaborating with cross-functional teams to deliver outstanding customer experiences.

If you're passionate about building lasting client relationships, improving business processes, and driving customer retention, we'd love to hear from you.

Key Responsibilities

Customer Success & Relationship Management

• Build, develop, and maintain trusted relationships with assigned customer accounts.
• Serve as the primary contact for customer inquiries, requests, and account support.
• Deliver personalized service while ensuring customer expectations are exceeded.
• Manage customer interactions according to established KPIs, SLAs, and company procedures.
• Foster long-term customer loyalty and account growth.

Customer Health Monitoring & Proactive Engagement

• Monitor customer account health, purchasing trends, product usage, and engagement metrics.
• Conduct regular customer check-ins to identify opportunities, risks, or service improvements.
• Proactively address concerns before they impact customer satisfaction.
• Recommend solutions that improve the overall customer experience.

Customer Advocacy & Issue Resolution

• Act as the voice of the customer by collaborating with internal teams including: Sales, Supply Chain, Marketing, Operations.
• Resolve customer issues, complaints, and escalations efficiently.
• Perform root cause analysis and recommend process improvements.
• Ensure customers receive timely updates and effective resolutions.

Sales Partnership & Revenue Growth

• Partner closely with Sales to support customer retention and revenue goals.
• Communicate customer insights, purchasing behavior, and account updates.
• Support upselling and cross-selling opportunities.
• Serve as the primary resource for Sales regarding order processing and distribution.
• Participate in meetings focused on customer experience strategy and continuous improvement.

Order Management & Customer Operations

• Manage the complete Order-to-Cash (O2C) process from order entry through fulfillment.
• Process customer orders accurately and efficiently.
• Communicate order updates including Delivery changes, Quantity adjustments, Backorders, Shipping updates, Late order notifications.
• Provide required documentation including Proof of Delivery (POD), Advance Shipping Notices (ASN), Invoices.
• Ensure compliance with company policies and operational procedures.
• Support efficient order-to-payment processes.

Reporting & Business Analytics

• Track Customer Success KPIs including Customer Satisfaction (CSAT), Customer Retention, Customer Health Scores, Product Adoption, Customer Engagement, Churn Risk.
• Generate reports and communicate findings to internal stakeholders.
• Identify trends and recommend continuous improvement initiatives.

Continuous Improvement

• Participate in organizational change initiatives.
• Recommend improvements to customer processes and internal workflows.
• Keep leadership informed regarding Customer account performance, Product feedback, Customer concerns, Service opportunities.
• Promote a positive customer-first culture.
• Follow all company policies including safety, compliance, and code of conduct requirements.
• Represent the company's Vision, Mission, and Values in every customer interaction.

Qualifications

Required Qualifications

• High School Diploma, GED, or equivalent required.
• Associate's or Bachelor's degree preferred.
• Minimum 2 years of experience in one or more of the following: Customer Success, Customer Experience, Customer Service, Client Services, Account Management, Inside Sales Support, Order Management, Supply Chain Customer Service.
• Experience managing customer complaints and issue resolution.
• Experience supporting Order-to-Cash (O2C) processes preferred.
• Strong relationship-building and communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Comfortable working independently and collaboratively.
• Flexibility to support multiple time zones and holiday schedules.

Preferred Technical Skills

• SAP ERP
• ERP Systems
• Microsoft Office 365
• Microsoft Excel
• Microsoft Outlook
• Microsoft Teams
• CRM platforms
• Customer Success software
• Order Management Systems (OMS)
• Reporting and Analytics
• Data Analysis
• KPI Tracking

Core Competencies

• Customer Success
• Customer Relationship Management
• Customer Retention
• Customer Experience
• Account Management
• Order Processing
• Order Management
• Supply Chain Coordination
• Complaint Resolution
• Client Communication
• Cross-Functional Collaboration
• Business Process Improvement
• Root Cause Analysis
• Time Management
• Problem Solving
• Critical Thinking
• Organizational Skills
• Adaptability
• Attention to Detail
• Professional Communication

Work Environment

• Morning Shift
• Reliable high-speed internet required
• Ability to support North American customers across multiple time zones

Benefits

We offer a competitive compensation package and comprehensive benefits, including:

• Competitive hourly pay ($23.00–$25.00)
• 401(k)
• 401(k) Company Match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• Flexible Spending Account (FSA)
• Paid Time Off (PTO)
• Paid Parental Leave
• Paid Elder Care
• Employee Assistance Program (EAP)
• Employee Discounts
• Tuition Reimbursement
• Professional Development Assistance
• Retirement Plan