Client Success Advocate

2 weeks ago


New York, New York, United States Rich Products Corporation Full time

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 extensive portfolio includes a variety of products such as cakes, icings, pizzas, appetizers, and specialty toppings, utilized in homes, restaurants, and bakeries globally. We provide our customers with valuable insights to maintain their competitive edge, regardless of their size. With operations in 100 locations worldwide and annual sales exceeding $4 billion, Rich's stands as a global leader committed to everything that family makes possible.

POSITION SUMMARY:

As a Customer Success Specialist_Silver (Contract), your primary goal is to ensure the satisfaction and success of our Silver-tier clientele. You will be instrumental in fostering relationships, addressing concerns, identifying growth opportunities, and delivering insights to elevate the customer experience.

KEY RESPONSIBILITIES:

  1. Relationship Management (30%): Cultivate and maintain robust, long-lasting relationships with our Silver-tier clients.
  2. Serve as their dedicated point of contact for inquiries, concerns, and requests.
  3. Engage regularly with clients to comprehend their evolving needs and challenges.
  4. Success Strategy Development (25%): Formulate and implement tailored customer success strategies for Silver-tier accounts, aligning with their specific objectives.
  5. Identify and track essential customer success metrics and KPIs.
  6. Continuously enhance customer success processes for the Silver tier to improve overall satisfaction.
  7. Product Knowledge and Insights (20%): Acquire a comprehensive understanding of our products or services, staying informed about features and capabilities.
  8. Provide clients with insights on maximizing the value of our offerings.
  9. Collaborate with internal teams to drive product enhancements based on customer feedback.
  10. Sales Opportunities (15%): Recognize opportunities for clients to benefit from additional services or upgraded products.
  11. Work with sales and product teams to explore and implement cross-selling strategies.
  12. Ensure clients are informed about products or services that enhance their experience.
  13. Data Management and Reporting (10%): Maintain accurate records of customer interactions in the CRM system.
  14. Generate regular reports on customer success metrics and outcomes.
  15. Share insights with internal teams for ongoing improvement.

QUALIFICATIONS:

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 capabilities.

Ability to collaborate effectively 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 is 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.



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