Customer Success Partner - #308290

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#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-Customer Success Partner
SEE Headquarters - Charlotte
Requisition ID: 55673
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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 with customers account progress, new product development, and problems and issues with any area of the customer experience, to ensure the customer receives 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

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WHY WORK AT SEALED AIR?

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

Corporate sustainability - it’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.

Customer Success - meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.

Leaving our communities better than we found them through dedication of time, talent and resources.