Client Success Advisor
2 weeks ago
Location: Buffalo, NY
Segment: Customer Service
Schedule: Hybrid (NOT REMOTE) schedule. Mon & Fri work from home, Tues-Thurs work onsite at the world headquarters (flexible day shift hours)
Employment Type: Contract (Length of contract is TBD and could be extended)
Pay Rate: $24.00 an hour
Rich's, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. Our diverse range of products, from cakes and icings to pizza, appetizers, and specialty toppings, are utilized in homes, restaurants, and bakeries globally. Beyond exceptional food, we empower our customers with insights to help them remain competitive, regardless of their size. Our extensive portfolio includes innovative solutions designed to assist food industry professionals in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Operating in 100 locations worldwide, with annual sales exceeding $4 billion, Rich's stands as a global leader focused on the infinite possibilities that family can create.
PURPOSE STATEMENT:
As a Customer Success Specialist_Silver (Contract), your primary objective is to guarantee the satisfaction and success of our Silver-tier customers. You will be instrumental in fostering relationships, addressing concerns, pinpointing growth opportunities, and delivering insights to elevate the customer experience.
MAJOR RESPONSIBILITIES:
- Customer Relationship Development (30%): Cultivate and maintain robust, enduring relationships with our Silver-tier customers.
- Serve as their dedicated point of contact for inquiries, concerns, and requests.
- Regularly engage with customers to comprehend their evolving needs and challenges.
- Customer Success Strategy (25%): Formulate and implement tailored customer success plans for Silver-tier accounts, aligning with their distinct objectives.
- Identify and track key customer success metrics and KPIs.
- Continuously enhance customer success processes for the Silver tier to boost overall satisfaction.
- Product Knowledge and Insights (20%): Acquire a comprehensive understanding of our products or services, staying informed on features and capabilities.
- Provide customers with insights on how to maximize the value of our offerings.
- Collaborate with internal teams to ensure product enhancements based on customer feedback.
- Upselling and Cross-Selling (15%): Recognize opportunities for customers to benefit from additional services or upgraded products.
- Work with sales and product teams to explore and implement cross-selling strategies.
- Ensure customers are informed about products or services that enhance their experience.
- Data Management and Reporting (10%): Maintain precise customer records and interactions in the CRM system.
- Generate regular reports on customer success metrics and outcomes.
- Share insights with internal teams for ongoing improvement.
KNOWLEDGE/SKILLS/EXPERIENCE:
Bachelor's degree in Business, Supply Chain Management, or a related field (preferred).
2+ years of experience in Customer Success or Account Management.
Exceptional interpersonal and communication skills.
Strong problem-solving and issue-resolution abilities.
Ability to work collaboratively with cross-functional teams.
Proficiency in CRM software and reporting tools.
Results-oriented, with a focus on customer satisfaction and retention.
PHYSICAL REQUIREMENTS:
Ability to work overtime as needed.
No travel required.
Rich Products Corporation, its subsidiaries and affiliates, are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich's.
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