Customer Success Partner

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Customer Success Partner

SEE Headquarters - Charlotte

55673

If you are a current employee click here to apply.

Position Purpose 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.   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 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: • Act as an advocate for customer needs internally, working closely with cross-functional teams (Supply Chain, Sales Marketing) 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 key Customer 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 external Customers 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 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. To keep the Manager up to date