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Customer Success Manager

4 months ago

Baltimore, Maryland, United States Wildpack Beverage Full time

Role:
Customer Success ManagerLocation:

Baltimore, MDReports to:
Director, Business Development & Customer Success


About WildpackWildpack 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.

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 recently went 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 roleReporting to the Director of Business Development & 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 productEnsure that customers receive proactive communication leading up to their project being scheduled for productionWork 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 wayServe as primary point of contact for existing clients on repeat projectsCoordinate delivery of customers' inbound consumables and ingredientsCoordinate the purchasing of any materials (when applicable) with Procurement teamEnsure production team has all information for the projectWork closely with accounting team to advise billable finished product and submit billable finish product count for billingSchedule and conduct location walk-throughs with new or prospective clients as needed working with Account Executive or Materials Planning teamCommunicate and maintain contact with all clients regarding the status of projectsCreate, update, manage and share client e-folder in a customer project file where all client specific documents are storedUpdate and manage production report for all client's productsFollow up with customers after project completion to ensure customer satisfactionMeet company established job performance standards, investigate ways to improve, and promote quality and productivityIdentify 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 preferredPrior knowledge of food production processes (specifically beverages), preferred but not requiredPMP or other project management certifications are a bonusProficiency with Microsoft products including Excel, Word, Outlook, databases and order-processing softwareSkills: What you bring

Works well in group problem solving situationsStrong internal and external communication skills, both via email and phoneAbility to speak clearly and persuasively in positive or negative situationsAbility to respond clearly, concisely, and promptly to questions/requests via phone or emailAbility to present information in both one-on-one and small group situationsExcellent organizational and time management skillsAbility to establish priorities, work independently, and proceed with objectives with little supervisionStrong attention to detail, demonstrating accuracy and thoroughnessAdaptable to changes in the work environmentPunctual and dependableStrong customer service skillsAbility to work on multiple projects at one time

Wildpack Values; Who you are


Lead From the Front - The Leader of the Pack leads by example and that is best done by being present and in the front of the pack.

Second to No One - The Pack is driven to achieve success and learn from our mistakes.
Be Tenacious - The Pack is relentless in their pursuits; we find ways to remove barriers to deliver results.

Work as a Pack- The pack is one team that has respect for each other, communicates effectively, and works together to achieve their goals.

Silos breed failure and we are stronger together.
Wildpack Benefits; What you get

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 + lucrative commission structureMedical, Dental and Vision Insurance401k matching program up to 4% of contributionPaid Time Off

We are an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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