Customer Success Partner

Job Description

Shift:    Morning
Shift Premium Amount:    $1.00 
Pay Rate: $23-$25

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

Customer Relationship Management
•    Develop and maintain strong, trust based relationships with a portfolio of assigned clients serving as their primary point of contact and trusted advisor.
•    Utilize those relationships to manage requests from the customer for mutual benefit providing a personalized service. To handle all incoming contacts dealing with Customers’ needs and expectations in line with all procedures, KPI’s & SLA’s
Proactive Engagement & Health Monitoring
●    Regularly check in with customers, monitor their usage patterns and health metrics, and proactively identify potential risks or opportunities for improvement.
Problem Resolution & Advocacy: 

Sales Partnership
●    Partner with Sales to achieve Sales quotas 
●    Proactively communicate with Sales Partners (via their preferred method), enabling complete visibility of key Customer issues/challenges
●    Provide insights of any changes in customers purchasing habits to sales team

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 
o    Late order notifications, date changes, quantity variations, back orders etc
o    Provide POD’s, ASN’s Invoices proactively

Reporting & Analytics
•    Track key customer success metrics (e.g., adoption, usage, satisfaction, churn risk), generate reports, and present findings 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.

•    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

Skillsets:
Self-Management & Personal Effectiveness
•    Demonstrates self-awareness, comfortable in seeking feedback and assistance in order to meet the expectations of the role.
•    Takes on new opportunities and challenges with an interest in learning.

Interpersonal & Communication Skills
●    Instils trust by gaining confidence of others
●    Capable of building collaborative relationships with internal stakeholders

Relationship Management & Business Acumen
•    Ability to manage multiple accounts and prioritize tasks effectively in a fast-paced environment.
•    Proven track record of building and maintaining strong customer relationships and driving customer satisfaction and retention.

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 

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