Customer Success Manager Job at Whitsons Culinary Group
Summary: The Customer Success Manager has extensive contacts and knowledge of the fresh food sales industries and the governing agency expectations. Customer Success Managers (CSM) are responsible for day-to-day implementation of Account Management strategies and initiatives to support Whitsons business objectives while exceeding customers' expectations. This client base can include public school accounts and big box retailers within the region. CSM's support customer needs, and facilitate collaboration with the set of teams that together, in an integrated way, work to deliver a world-class customer experience, drive top-tier retention and expansion rates; and contribute to the financial success of Whitsons.
Revolution Foods is a a fast-growing, mission-driven company. Our core business is in building lifelong healthy eaters through making kid inspired, chef crafted food accessible to all. We pride ourselves on nourishing our communities in partnership with schools and after school youth programs across the nation, providing over 2 million healthy meals weekly to their students. We also have a retail family food offerings at over 3,000 grocery stores across the US. We are innovating across our platforms to maximize our impact on children and families. We have a strong and growing team and are looking for an experienced partner who can help us lead the company through our next phase of growth.
Major Duties and Responsibilities: Whitsons is refining our Account Management function to build strong relationship managers focused on ensuring our customers' experience consistently meets our standards, collaborate internally and externally to drive efficiencies required as we grow, and nurture partnerships to maximize our impact. Our Customer Success Manager is accountable for:
Revolution Foods is a a fast-growing, mission-driven company. Our core business is in building lifelong healthy eaters through making kid inspired, chef crafted food accessible to all. We pride ourselves on nourishing our communities in partnership with schools and after school youth programs across the nation, providing over 2 million healthy meals weekly to their students. We also have a retail family food offerings at over 3,000 grocery stores across the US. We are innovating across our platforms to maximize our impact on children and families. We have a strong and growing team and are looking for an experienced partner who can help us lead the company through our next phase of growth.
Major Duties and Responsibilities: Whitsons is refining our Account Management function to build strong relationship managers focused on ensuring our customers' experience consistently meets our standards, collaborate internally and externally to drive efficiencies required as we grow, and nurture partnerships to maximize our impact. Our Customer Success Manager is accountable for:
- Daily implementation of Account Management strategies, focused on cultivating growth in relationships
- Analyzing and integrating to create efficiencies and enable cross-functional collaboration
- Interface with Operations to manage customer support for your region(s)
- Establish and maintain effective customer rapport and maintains a win-win relationships with our customers
- Collaborate cross-functionally to provide overall planning, direction and support to assigned school partners within a defined Market, to achieve Key Performance Indicators of customer satisfaction, and contract renewal.
- Develops a network of external contacts, sources and experts that sell, supply and distribute fresh food and products with a clean label emphasis.
- Partner in support of Operations to ensure customers/ expectations are met in every way day-to-day
- Build and nurture positive community relations, participating in professional and community events and activities. Builds and maintains excellent relations, acting proactively to resolve potential issues and adapting to ever-changing business environments.
- Consistently assess satisfaction with menu offerings, planning and new product introductions to ensure customer's menu planning needs are met day-to-day.
- Ensure timely and accurate documentation on all contracts to ensure all school partners follow contractual partnership requirements and obligations
Development market forecasts with Account Management VP and FP&A Manager to continually refine plans to optimize financial performance and productivity.
- Perform audits as assigned and make recommendations to optimize financial performance or operational standards.
- May coordinate internal resources to deliver company presentations and samples for prospective accounts.
- Actively participates in Sales process with Director of Business Development and lead renewal process through contract signing with school partners
- Use technology, data and rigorous business analysis and critical path strategies to enhance effectiveness, improve efficiencies and margins, and drive customer engagement
- Implement and continually evaluate actions/processes to drive increased utilization and sell through of Revolution Foods products and services.
- May collaborate with Marketing team on promotional materials, campaigns or special events.
- Use new systems and processes to track and report customer usage and engagement. Use strategic objectives to reach a broad base of potential accounts.
- Across quarters; Share usage and engagement reports to ensure customer support. Uses technology, data and rigorous business analysis to enhance efforts to grow a robust, and value-added network.
- When new accounts are acquired, ensures a smooth launch and transition plan to implement delivery of products and services.
- Works in collaboration with the operating management team to ensure best in class performance.
- Understands and monitors KPI's, targets, and the root cause of poor performance. Implement corrective actions to drive results. Responsible to make the right decisions, quickly to achieve plans for the Company in coordination with team and cross-functional partners.
- Follow all health and safety standards, GMP's, food safety,, visual quality and PPE requirements when in a plant.
- Supports our green waste program, ensuring waste products are properly sorted and accounted for.
- May complete a variety of reports, routine office tasks, receiving documents, typing, preparing reports, completing research, track information, prepare or update excel spread sheets, copying, scanning, etc.
- Performs other duties as needed.
- 5 years of experience of progressive sales of fresh food consumer products, preferably clean label products, with at least 2 years in a sales management level role.
- College degree in a related field or an acceptable combination of education and experience
- 3+ years experience negotiating contract terms and conditions
- K-12 or Charter School Food service experience a plus and high-volume category sales is desirable
- Experience and the ability to work independently and achieve results
- Financial Acumen and Budgeting Experience.
- Strong knowledge of MS Office, especially a firm understanding of Excel, Salesforces or similar CRM systems
- Must be willing to travel frequently regionally. National travel may be required on occasion.
- A self-motivated leader with natural problem-solving capabilities and a positive mindset
- Results-driven, strategic with the ability to execute tactical plans
- Skillful and experienced at prioritizing and managing multiple projects
- Responsive, and adept at addressing urgent priorities without dropping the ball on other essential tasks
- Gifted communicator, at ease presenting to diverse groups, leading meetings with internal or external teams, and building trusting relationships one-on-one
- Flexibility, comfort with ambiguity, good humor, and a willingness to pitch in and support each other
- Passion for our core values: Be the best part of someones day and live our mission of Enhancing lives, one meal at a time.
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