Customer Success Partner

Job Description

Position Purpose

The Customer Success Partner will be responsible for building strong relationships with our clients, ensuring theirongoing success and satisfaction with our products/services, and driving long-term value. This role requires aproactive approach, excellent communication skills, and a passion for helping customers succeed.

Pay: $23.00-$25.00

Shift: Morning

Customer Relationship Management
* Develop and maintain strong, trust based relationships with a portfolio of assigned clients serving as their primarypoint of contact and trusted advisor.
* Utilize those relationships to manage requests from the customer for mutual benefit providing a personalizedservice. To handle all incoming contacts dealing with Customers' needs and expectations in line with allprocedures, KPI's & SLA's

Proactive Engagement & Health Monitoring

• Regularly check in with customers, monitor their usage patterns and health metrics, and proactively identifypotential risks or opportunities for improvement.

Problem Resolution & Advocacy:
* Act as an advocate for customer needs internally, working closely with cross-functional teams (Supply Chain, SalesMarketing) to resolve issues, address feedback, and ensure a positive customer experience.

Sales Partnership
* Partner with Sales to achieve Sales quotas
* Proactively communicate with Sales Partners (via their preferred method), enabling complete visibility of keyCustomer issues/challenges
* Provide insights of any changes in customers purchasing habits to sales team
* Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
* Engage in relevant meetings to identify ways we can improve the service we offer to both internal and externalCustomers and to communicate Customer Experience KPIs and strategy.

Order Management

• Own and manage all parts of the Order process, ensuring all orders are processed efficiently, accurately and in line with policies and procedures, to ensure they are right first time.
• Proactively advise Customers of any changes or impacts on their orders
• Late order notifications, date changes, quantity variations, back orders etc
• Provide POD's, ASN's Invoices proactively
• Manage all reports to ensure that the order to payment process is fulfilled efficiently.
• Promote and expand the sales of the company's products through up selling and cross selling.

Reporting & Analytics
* Track key customer success metrics (e.g., adoption, usage, satisfaction, churn risk), generate reports, and presentfindings to customers and internal stakeholders.

Other tasks

• Play an active role in the company change process through positive communication to internal and external Customers.
• To work with the wider team to make recommendations and implement improvements to both our existing processes and our communication with customers and other departments.
• To keep the Manager up to date with customers account progress, new product development, and problems and issues with any area of the customer experience, to ensure the customerreceives an effortless experience.
• Compliance with the company's OHS policy and procedures, code of conduct, travel and entertainment policy and all other relevant company policies and procedures.
• Be an ambassador for the Sealed Air Vision, Mission and Values

Qualifications

• Preferred 2 years prior experience within a Customer Experience/Success Environment
• Experience in order and complaint management
• Capable of working in a dynamic team environment
• Calm & rational thinker able to work under pressure to strict timelines
• Able to identify root cause of issues, develop solutions and challenge current processes for improvement.
• Computer Skills (SAP/ERP Systems, Microsoft Office 365)
• flexible with work hours - required to cover different time zones/holiday calendars

NA Specific
* High School Diploma or equivalent required. Associate / Bachelor's degree or equivalent work experience preferred.
* High Speed Internet access for work from home capabilities

Benefits and Perks

* 401(k)
* 401(k) matching
* Dental insurance
* Disability insurance
* Employee assistance program
* Employee discounts
* Flexible spending account
* Health insurance
* Life insurance
* Paid elder care
* Paid time off
* Parental leave
* Professional development assistance
* Retirement plan
* Tuition reimbursement
* Vision insurance