Sr. Customer Success Representative

IPG•Sarasota, FL

10d

About The Position

The Sr. Customer Success Representative reports to the Manager of Corporate Accounts -- E-Fulfillment and supports one or more Business Development Managers as a key member of the sales team. The role supports assigned accounts by engaging with category-team members and iSCHOC (procurement operations), ensuring supplier scorecard goals are achieved, driving launch schedules for systems installs, and supporting global print campaigns for WAT. The representative serves as an internal liaison between sales and supply chain, and a strong supply chain background is important for success. The position provides customer support and account-program implementation assistance, coordinates with cross-functional teams, tracks sales and scorecard metrics, and maintains CRM data and reporting. It also involves developing expertise in IPG products and programs and ensuring corporate account initiatives are followed.

Requirements

Bachelor’s degree in Business Administration, Marketing, or a related field from an accredited institution.
Demonstrated leadership ability to achieve results through collaboration.
Supply chain experience.
Project development and planning skills to drive short- and long-term goals.
Ability to organize and manage multiple priorities.
Ability to deploy specific sales or systems sellers into a given situation.
Problem analysis and problem resolution skills at a functional level.
Account-based employee training and development capability.
Strong customer orientation.
Excellent interpersonal and communication skills, including presentation skills.
High energy and self-motivation, with the ability to contribute as a team member.
Commitment to company values.
High proficiency with CRM usage and sales tracking.
Proficiency in Microsoft Office.
Professional appearance and behavior when representing IPG.

Responsibilities

Collaborate with Business Development Managers on outreach strategies to increase customer engagement, drive volume, and maintain customer retention.
Develop and track supplier scorecard metrics and drive cross-functional improvement toward stated goals.
Develop and track customer scorecard metrics and work with customers to achieve desired results.
Track order patterns and define sales analytics to help the sales team improve forecasts.
Develop launch schedules based on site awards for systems-business installs and coordinate with internal teams to keep projects on track.
Serve as the key liaison between customer marketing and internal resources for global print campaigns.
Develop plans between supply chain and sales to increase the number of products included in bundled shipments.
Provide customer support by email and telephone, and through occasional personal visits to plant-level decision-makers at assigned corporate accounts.
Develop expertise in IPG products and programs and explain the benefits and functionality of each solution.
Maintain accurate CRM data and provide reporting requested by customers or Business Development Managers.
Assist Business Development Managers with implementation of new corporate account programs.
Ensure compliance with corporate account initiatives.
Work proactively with customer service and pricing teams to resolve outstanding issues within 24 hours.