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Customer Success Manager

4 months ago

Vancouver, Canada Sales Talent Agency Inc. Full time
For over 33 years, my client has helped foodservice businesses make better choices for the planet by providing the most natural alternative to single-use plastics: wood. Their wood products are sustainably sourced and compostable, and they consume fewer resources than other eco-friendly materials. They already have an impressive client list with big brands like Mcdonald's and Cactus Club.

As a Customer Success Manager, this role is crucial in ensuring the successful onboarding and ongoing satisfaction of key accounts. The Customer Success Manager will work closely with the sales, marketing, operations, and product teams to ensure our clients achieve their desired outcomes through the effective delivery of the solutions.

Reports to the Senior Account Manager

Key Responsibilities

  • Delivering Value Propositions: Ensure effective delivery of my client's company value propositions of Clarity, Confidence, and Convenience and ensure they are fully understood and experienced by the clients throughout their engagement with us.
  • Cross-Functional Collaboration:
    • Sales and Marketing: Work closely with Sales and Marketing teams to align on key account strategies and ensure a seamless client experience. Provide insights and feedback to inform ABM campaigns.
    • Product and Operations: Collaborate with Product and Operations teams to ensure smooth execution of solutions, including initial production and inventory build-out.
    • Finance: Work with Finance on invoicing, accounts receivables, credit terms, refunds, discounts, or rebate programs. Ensure all financial aspects of client relationships are managed effectively.
    • Distributors: Coordinate with key accounts' distribution partners to ensure a smooth transition and implementation of solutions.
  • Client Onboarding and Implementation: Lead the onboarding process for new key accounts, ensuring they are set up for success from day one. Coordinate with internal teams for seamless implementation of the tailored solutions.
  • Client Relationship Management: Develop and maintain strong relationships with key stakeholders. Serve as the primary point of contact for clients, addressing their needs promptly and effectively. Proactively engage with key accounts to understand their goals, challenges, and feedback. Provide strategic advice and best practices.
  • Retention, Renewal, Upsell and Cross-Sell Opportunities: Monitor satisfaction and usage patterns within key accounts to identify risks and opportunities. Develop and execute strategies for high client retention and successful contract renewals. Identify opportunities for upselling and cross-selling additional products or services to existing key accounts.
  • Effective Communication: Act as a liaison between key accounts and internal teams, effectively conveying client needs and ensuring timely execution of solutions. Provide regular updates and address issues promptly.
Requirements:

  • Bachelor’s degree in Business, Marketing, Communications, or a related field.
  • 5+ years of proven experience in customer success, key account management, or a related role. Experience managing large multi-unit accounts is an asset.
  • Experience working at a food distributor (i.e., GFS or Sysco) or working closely with a food distributor.
  • This is an in-office position, so this candidate must be located in Vancouver.

What’s in it for you:

  • Amazing career growth opportunities
  • Work with some of the biggest foodservice brands in Canada
  • $65K - $80K base + 20% bonus
  • 3 weeks paid vacation + 5 personal days
  • Comprehensive health benefits program, including medical, dental, life and disability insurance
  • Great work culture

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