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Client Success Manager

Client Success Managers at BevSource function as the customer’s advocate and guide, shepherding them through our proven process, and helping them achieve their strategic vision. They are focused on customer satisfaction, retention, and identifying opportunities to grow and expand our relationships with our customers. As a CSM you will ensure our customers successfully adopt BevSource by engaging with them at all key points in the lifecycle. You are the Dreammaker that makes clients’ beverage dreams a reality and are accountable for creating each a raving customer.

Principal Duties and Responsibilities (Essential Functions):

  • Implement and ensure a ‘white glove’ service for our customers. Complete satisfaction of production customers is the primary responsibility
  • Manage and drive customers through the full beverage lifecycle, from initial on-boarding to successful maturity and growth using expertise in beverage supply chain logistics
  • Conduct and drive regular calls and business reviews with customer to review project status, business plan and growth objectives, and create an actionable plans to accomplish client growth, milestones, and ensure that each account is on track to meet those goals
  • Evaluate customer profitability and make recommendations to ensure all customers are within set expectations of the business
  • Conduct Kick Off Call with customers and align expectations of project by confirming and communicating details of the SOW and customer’s needs. You know the business plan and growth objectives of each customer inside and out, and are able to quickly summarize and communicate that to the rest of the team so each specialist within each department understands how they fit into that puzzle, and what they need to do to proactively move that account towards their goal
  • Expert in understanding where to find the right answers, either within the company or without, to provide fantastic service to the customer and meet their growth goals
  • Constant cross communicating and delegating activity to Project Managers, Supply Chain Analysts, and Production Planners and escalating any issues that need to be resolved
  • Foster excellent working relationships with internal teams to allow for seamless cross-functional execution against customer objectives
  • Advise and communicate supply chain and cost saving strategies to customers proactively in partnership with internal expert teams
  • Address risks of client churn with management
  • Be a senior member of the Operations Team and regularly share expertise to support continuous learning and improvement
  • Field conversations surrounding new opportunities and communicate all details to sales in a timely manner
  • Consulting and training customers to leverage the best of BevSource’s solutions to optimize the customer’s ROI
  • Leading and directing customers through building strong relationships and identifying opportunities to optimize BevSource’s company’s services to best assist the customer
  • Represent BevSource at client facing meetings as our customer ‘s ‘Go to person’ on senior level account management issues
  • Work with clients on NetSuite reporting requirements
  • Maintain and innovate the use of NetSuite ERP and PM to record customer information and to track KPI’s
  • Maintain an active course of self-development in BevSource and industry
  • Other duties as assigned

Qualifications & Skills:

  • 5-7 years + customer success management experience, beverage industry preferred
  • Bachelor's degree in business or technical discipline or equivalent required
  • Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
  • Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
  • Ability to communicate technical and business issues and solutions clearly and confidently
  • Ability to analyze data, discover compelling insights and develop action plans to achieve goals
  • Ability to understand, communicate and interpret beverage supply chain best practices
  • Confident; self-motivated and driven to achieve
  • High commercial awareness and customer focus
  • Strong conflict management and conflict resolution skills
  • A passion for people, able to use your initiative and willing to go the extra mile
  • Have a “Can Do” attitude
  • Track record of achieving targets in a client services environment
  • Ability to work well under pressure, while retaining focus and composure
  • Ability to develop customer trust, grow accounts and nurture the talented team around you is key
  • Energetic, lively and have an engaging personality and enjoy working in a team environment
  • Experience of team leadership or professional mentoring
  • Strong MRP/ERP/PM software skills/understanding
  • Ability to work with a sense of urgency in a fast-paced environment
  • Excellent written and verbal communication skills
  • Willingness and flexibility to travel up to 25% of the time (international travel may be required) and ability to work nights and weekends when traveling

To Apply: Please send resume and salary requirements to Amber Hofschulte-Beck at resume@bevsource.com. Video cover letters are strongly encouraged.