Customer Success Partner

Sealed Air; Santa Fe Springs (CA); On-site; USD 34,440 - 37,195; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Disability insurance

Employee assistance program

Employee discounts

Flexible spending account

Health insurance

Life insurance

Paid elder care

Paid time off

Parental leave

Professional development assistance

Retirement plan

Tuition reimbursement

Vision insurance

Job summary

Sealed Air in Santa Fe Springs, CA is seeking a Customer Success Partner to build strong client relationships, drive ongoing satisfaction, and deliver long-term value. The role requires proactive communication and a passion for helping customers succeed, working primarily on morning shifts.

You will collaborate with cross-functional teams, monitor health metrics, and proactively identify risks or opportunities. Prior experience in customer success, order management, and SAP/ERP is preferred.

Qualifications

• Minimum 2 years in a Customer Experience/Success role.
• Experience in order and complaints management.
• Ability to work in a dynamic team.
• Calm under pressure and meet tight timelines.
• Identify root causes and propose improvements.
• Proficient with SAP/ERP and MS Office 365.

Responsibilities

• Build and maintain trusted relationships with a portfolio of clients.
• Monitor usage and health metrics to identify risks and opportunities.
• Collaborate with Supply Chain, Sales, and Marketing to resolve issues.
• Support sales with insights on purchasing behavior and order processes.
• Own order management from processing to invoicing and changes.
• Generate reports on customer success metrics and share findings.

Skills

Customer relationship management

Communication skills

Problem solving

Time management

Attention to detail

Team collaboration

Tools

SAP/ERP Systems

Microsoft Office 365

Job description

Job Description

Shift: Morning

Pay Rate: $25.00-$27.00

The Customer Success Partner will be responsible for building strong relationships with our clients, ensuring their ongoing success and satisfaction with our products/services, and driving long‑term value. This role requires a proactive approach, excellent communication skills, and a passion for helping customers succeed.

Principle Duties and Tasks

• Customer Relationship Management
  • Develop and maintain strong, trust‑based relationships with a portfolio of assigned clients serving as their primary point of contact and trusted advisor.
  • Utilize those relationships to manage requests from the customer for mutual benefit providing a personalized service. To handle all ingoing contacts dealing with Customers' needs and expectations in line with all procedures, KPI's & SLA's Proactive Engagement & Health Monitoring.
  • Regularly check in with customers, monitor their usage patterns and health metrics, and proactively identify potential risks or opportunities for improvement.
• Problem Resolution & Advocacy
  • Act as an advocate for customer needs internally, working closely with cross‑functional teams (Supply Chain, Sales, Marketing) to resolve issues, address feedback, and ensure a positive customer experience.
• Sales Partnership
  • Partner with Sales to achieve Sales quotas.
  • Proactively communicate with Sales Partners (via their preferred method), enabling complete visibility of key customer issues/challenges.
  • Provide insights of any changes in customers purchasing habits to sales team.
  • Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
  • Engage in relevant meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Experience KPIs and strategy.
• Order Management
  • Own and manage all parts of the Order process, ensuring all orders are processed efficiently, accurately and in line with policies and procedures, to ensure they are right first time.
  • Proactively advise Customers of any changes or impacts on their orders
    1. Late order notifications, date changes, quantity variations, back orders etc.
    2. Provide POD's, ASN's Invoices proactively.
  • Manage all reports to ensure that the order to payment process is fulfilled efficiently.
  • Promote and expand the sales of the company's products through up selling and cross selling.
• Reporting & Analytics
  • Track key customer success metrics (e.g., adoption, usage, satisfaction, churn risk), generate reports, and present findings to customers and internal stakeholders.
• Other tasks
  • Play an active role in the company change process through positive communication to internal and external Customers.
  • Work with the wider team to make recommendations and implement improvements to both our existing processes and our communication with customers and other departments.
  • Keep the Manager up to date with customers' account progress, new product development, and problems and issues with any area of the customer experience, to ensure the customer receives an effortless experience.
• Other
  • Compliance with the company's OHS policy and procedures, code of conduct, travel and entertainment policy and all other relevant company policies and procedures.
  • Be an ambassador for the Sealed Air Vision, Mission and Values.

Qualifications

• Preferred 2 years prior experience within a Customer Experience/Success Environment.
• Experience in order and complaint management.
• Capable of working in a dynamic team environment.
• Calm & rational thinker able to work under pressure to strict timelines.
• Able to identify root cause of issues, develop solutions and challenge current processes for improvement.
• Computer Skills (SAP/ERP Systems, Microsoft Office 365).
• Flexible with work hours – required to cover different time zones/holiday calendars.

Skillsets

• Self-Management & Personal Effectiveness
  • Demonstrates self-awareness, comfortable in seeking feedback and assistance in order to meet the expectations of the role.
  • Takes on new opportunities and challenges with an interest in learning.
  • Proactive, self‑motivated, and results‑oriented with a strong customer‑centric mindset.
  • Able to multi‑task, prioritise and comfortable with rapid change.
  • Attention to detail and high levels of accuracy.
• Interpersonal & Communication Skills
  • Instils trust by gaining confidence of others.
  • Capable of building collaborative relationships with internal stakeholders.
  • Excellent verbal and written communication, presentation, and interpersonal skills.
• Analytical & Problem‑Solving Skills
  • Analytical and problem‑solving abilities, with a data‑driven approach to decision‑making.
• Relationship Management & Business Acumen
  • Ability to manage multiple accounts and prioritise tasks effectively in a fast‑paced environment.
  • Proven track record of building and maintaining strong customer relationships and driving customer satisfaction and retention.
  • Understanding and adherence to policies.

Benefits and Perks

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discounts
• Flexible spending account
• Health insurance
• Life insurance
• Paid elder care
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance