Customer Success Manager – Key Accounts

We are seeking a dedicated and proactive Customer Success Manager to join our team. This role is crucial in ensuring the successful onboarding and ongoing satisfaction of key accounts, supporting our account-based marketing (ABM) strategy. The Customer Success Manager will work closely with our sales, marketing, operations, and product teams to ensure our clients achieve their desired outcomes through the effective delivery of our solutions.

Key Responsibilities

  • Delivering Value Propositions: Ensure effective delivery of our company value propositions of Clarity, Confidence, and Convenience and ensure they are fully understood and experienced by our clients throughout their engagement with us.
  • Cross-Functional Collaboration:
    • Sales and Marketing: Work closely with Sales and Marketing teams to align on key account strategies and ensure a seamless client experience. Provide insights and feedback to inform ABM campaigns.
    • Product and Operations: Collaborate with Product and Operations teams to ensure smooth execution of solutions, including initial production and inventory build-out.
    • Finance: Work with Finance on invoicing, accounts receivables, credit terms, refunds, discounts, or rebate programs. Ensure all financial aspects of client relationships are managed effectively.
    • Distributors: Coordinate with key accounts’ distribution partners to ensure smooth transition and implementation of solutions.
  • Client Onboarding and Implementation: Lead the onboarding process for new key accounts, ensuring they are set up for success from day one. Coordinate with internal teams for seamless implementation of our tailored solutions.
  • Client Relationship Management: Develop and maintain strong relationships with key stakeholders. Serve as the primary point of contact for clients, addressing their needs promptly and effectively. Proactively engage with key accounts to understand their goals, challenges, and feedback. Provide strategic advice and best practices.
  • Industry Knowledge: Utilize in-depth knowledge of the QSR and restaurant industry to better understand and anticipate the needs of key accounts. Provide industry-specific insights and best practices to help clients achieve their goals.
  • Retention, Renewal, Upsell and Cross-Sell Opportunities: Monitor satisfaction and usage patterns within key accounts to identify risks and opportunities. Develop and execute strategies for high client retention and successful contract renewals. Identify opportunities for upselling and cross-selling additional products or services to existing key accounts.
  • Effective Communication: Act as a liaison between key accounts and internal teams, effectively conveying client needs and ensuring timely execution of solutions. Provide regular updates and address issues promptly.
  • Performance Monitoring and Continuous Improvement: Utilize our ERP (Oracle NetSuite) and other tools to track key account interactions, satisfaction, and outcomes. Provide regular reports on client success metrics and recommend improvements. Establish a systematic process for gathering and analyzing customer feedback. Use these insights to drive continuous improvement in customer success processes and strategies.

The above are intended to describe the general requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The omission of specific statement of duties does not exclude them from the position.

Qualifications:

  • Bachelor’s degree in Business, Marketing, Communications, or a related field.
  • Proven experience in customer success, key account management, or a related role in the foodservice or packaging sector.
  • Strong understanding of ABM strategies and ability to collaborate with sales and marketing teams.
  • Excellent communication, interpersonal, and relationship-building skills.
  • Proactive and strategic thinker with a client-focused mindset.
  • Strong problem-solving skills and ability to manage multiple client relationships.
  • Proficiency in CRM software (e.g., Oracle NetSuite) and other relevant tools.
  • Understanding of the restaurant chain or QSR operations a plus.

Work Environment

Full-time position based in our Vancouver, BC Head Office, offering a collaborative, open office environment with occasional work-from-home flexibility.

Compensation & Benefits

  • Competitive base salary + performance-based bonus
  • Dental care
  • Extended health care
  • Life insurance
  • 4 weeks PTO (3 weeks vacation + 5 personal days)
  • Support for additional training
  • Flat organizational structure with direct access to management
  • Casual dress code