Strategic Customer Success Partner

RESPONSIBILITIES

• Establish and nurture trusted relationships with customer contacts at all levels, serving as the primary strategic partner invested in their business, priorities, and success.
• Serve as the internal connector across Operations, Purchasing, Planning, Forecasting, Accounting, Sales, and Transportation to resolve issues, anticipate needs, and deliver seamless customer experiences.
• Develop account-specific reporting tailored to each customers unique needs using Excel and Power BI, providing frequent, insightful, and actionable communication.
• Process all pre-orders, order confirmations, and order releases, managing associated administrative requirements to ensure accurate, timely fulfillment.
• Track and improve key performance indicators including OTIF, GMROI, forecast accuracy, and forecast adherence, and develop data-driven recommendations and improvement plans with Sales and internal stakeholders.
• Actively participate in Sales & Operations Planning for assigned accounts, proactively communicating stockout risks, overstock situations, and associated billing and storage impacts.
• Set up and maintain customer master data, item setup, and artwork approval workflows to support account health and operational accuracy.
• Maintain current knowledge of Saxco products, services, and procedures, applying wine and beverage industry expertise to provide confident recommendations, including mold identification and comparable product options.
• Contribute actively to a supportive, positive, and engaged team culture focused on collaboration and customer success.

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RELATIONSHIPS & ROLES

Internal / External Cooperation

• Build and sustain strong, trusted relationships with strategic customer contacts, earning a reputation as a proactive, knowledgeable partner.
• Develop productive working relationships across Sales, Operations, Purchasing, Planning, Forecasting, Accounting, and Transportation to support seamless customer outcomes.
• Collaborate closely with internal and external stakeholders to align expectations, resolve issues, and continuously improve performance.

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QUALIFICATIONS

Job Specifications and Education Requirements

• Minimum 5 years of experience in customer success or account management within a fast-paced distribution environment, preferably in wine, agricultural, food service, or packaging industries, with responsibility for accounts totaling $50M+ in annual revenue.
• Exceptional relationship-building skills, with the ability to earn trust quickly, maintain long-term partnerships, and demonstrate genuine investment in customer success.
• Advanced proficiency in Microsoft Excel (including VLOOKUPs and pivot tables) and Power BI reporting, with comfort navigating systems such as Dynamics AX, TMS, Manage Artworks, and Salesforce or Microsoft CRM.
• Knowledge of the wine and beverage industry, including glass packaging, mold identification, and comparable product recommendations.
• Outstanding cross-functional communication skills and the ability to build strong working relationships across internal departments.
• Strong analytical capabilities, including the ability to quantify opportunities, manipulate data, and clearly summarize findings and recommended next steps.
• Excellent organization and project management skills, with the ability to manage multiple accounts and competing priorities simultaneously.
• Demonstrated problem-solving skills, adaptability, and creativity in identifying and resolving customer issues.
• Results-oriented self-starter with a passion for continuous improvement and team success.
• Excellent written and verbal English communication and listening skills.
• Role based in Fairfield, CA, Norco, CA, or Franklin, TN.