Customer Success Partner

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.