Customer Success

Summary

Join CoreTrust and become an integral part of delivering exceptional customer experiences and accelerating revenue realization. You will skillfully manage the onboarding and implementation process for members procuring food-related services, focusing on driving the use of contracted items from our partner, Foodbuy’s program. By acting as a trusted advisor, you will navigate between customers and Foodbuy to ensure customers achieve expected value and suppliers receive projected spend. You will be responsible for the health of customer relationships, identifying opportunities for cost reduction and improvement, and managing contract requirements. You will also create and maintain strong relationships with customers, provide training and support, and maintain accurate member account records. This role requires strong communication, problem-solving, and organizational skills.

Responsibilities

• Responsible for the health of customer relationships, including regular and timely communication
• Find and implement customer opportunities for supply cost reduction, rebate growth, quality, and safety improvements, improved environmental sustainability, and expanded use of local and diversity vendors
• Manage all aspects of customer contract requirements using project management planning tools
• Interact with third-party suppliers and internal partners as needed on behalf of members to resolve service quality, pricing, and other issues
• Create, develop, and maintain strong relationships with customers to grow business volumes
• Work with each client frequently to review product adoption, discuss new or upcoming programs, and align mutual goals
• Develop and maintain strong knowledge of all program offerings, business solutions and services available to customers
• Create clear and concise written materials and presentations (e.g., strategic account plans, executive business reviews)
• Provide training and support for customers utilizing company technology and reporting platforms
• Maintain accurate records regarding member accounts in our Salesforce CRM system
• Facilitate a seamless and timely member onboarding experience to achieve onboarding target metrics

Preferred Qualifications

• Some food procurement knowledge, GPO experience or exposure preferred
• Experience delivering great customer experiences and knowledge of customer success best practices
• Experience working in Business Process Outsourcing (BPO) or Procurement preferred
• Demonstrated results of creating loyal customers by delivering exceptional service
• Stellar communication skills and ability to foster positive business relationships
• Experience with Microsoft suite, especially Excel and PowerPoint, or similar software
• Strong ownership and superb organizational skills – agile with the ability to troubleshoot as needed
• Deep understanding of customer concerns and priorities regarding the use of products