Customer Success Manager

7 months ago

Vancouver, Canada Wildpack Beverage Full time

**Role: Customer Success Manager**

**Location: Vancouver**

**Reports to: Manager, Customer Success**

**About Wildpack**

Wildpack is a rapidly growing and established co-packaging and co-manufacturer with multi-site facilities for both non-alcoholic and alcoholic beverages. Wildpack produces and packages ready-to-drink beverages for a variety of brand owners in the retail CPG space.

The company specializes in aluminum can beverage sleeving, filling, and third-party logistics. We are looking for someone who is a natural leader and is committed to delivering high quality service with high-performance results. We are looking for you to take charge of projects and to confidently navigate competing deadlines in a fast-paced environment. Bring an entrepreneurial spirit and come grow your career in a fun, inclusive, and established business that is supportive with lots of opportunity for advancement. The Company is public on the Canadian Toronto Stock Exchange Venture, bringing massive opportunities to its employees for career progression and a variety of learning opportunities.

Wildpack has continued to expand its team and clientele base year-after-year and expects to continue its growth through training, developing, and opening opportunities to its team through career advancement.

**About this role**

Reporting to the Manager, Customer Success as Customer Success Manager you will act as the first point of contact for customers regarding the status of their projects and liaise the flow of information with other teams within Wildpack, such as, Account Executives, Operations and Administration teams. To be successful you will find purpose in customer service as well, be a project management aficionado and love to juggle various tasks to support your customers and internal teams.

**A day in the life: What you do**
- Serve as main point of contact (POC) for Wildpack customers and act as the conduit between the customer and the sales and production teams on all aspects leading up to the production of the client’s product
- Ensure that customers receive proactive communication leading up to their project being scheduled for production
- Work with the planning team to ensure all boxes are ticked for projects on a three-month rolling basis and liaise with the relevant stakeholders along the way
- Serve as primary point of contact for existing clients on repeat projects
- Coordinate delivery of customers’ inbound consumables and ingredients
- Coordinate the purchasing of any materials (when applicable) with Procurement team
- Ensure production team has all information for the project
- Work closely with accounting team to advise billable finished product and submit billable finish product count for billing
- Schedule and conduct location walk-throughs with new or prospective clients as needed working with Account Executive or Materials Planning team
- Communicate and maintain contact with all clients regarding the status of projects
- Create, update, manage and share client e-folder in a customer project file where all client specific documents are stored
- Update and manage production report for all client’s products
- Follow up with customers after project completion to ensure customer satisfaction
- Meet company established job performance standards, investigate ways to improve, and promote quality and productivity
- Identify and resolve problems in a timely manner; gather and analyze information skillfully

**Qualifications: What you know**
- Bachelor's degree preferred (ideally in Business Administration or Communications)
- 1-3 years of Customer Service, Account Management or Project Management preferred
- Prior knowledge of food production processes (specifically beverages), preferred but not required
- PMP or other project management certifications are a bonus
- Proficiency with Microsoft products including Excel, Word, Outlook, databases and order-processing software

**Must haves: Who you are**
- Works well in group problem solving situations
- Ability to speak clearly and persuasively in positive or negative situations
- Ability to present information in both one-on-one and small group situations
- Excellent organizational and time management skills
- Ability to establish priorities, work independently, and proceed with objectives with little supervision
- Strong attention to detail, demonstrating accuracy and thoroughness
- Adaptable to changes in the work environment
- Punctual and dependable
- Strong customer service skills
- Ability to work on multiple projects at one time

**Your Benefits: How we reward you**

We invest in our people, support their growth through mentorship, professional development, and education opportunities. We strive to offer a work-life balance, creating a culture that is people-focused and fun. Here are some of the benefits you can expect as part of our team:

- Salary based on experience
- Medical, Dental and Vision Insurance
- 401k matching program up to 4% of contri

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