Strategic Customer Success Partner

Saxco International•Fairfield, CA

5h•$80,000 - $94,000•Hybrid

About The Position

Saxco partners with some of the most respected brands in North America. Our Sales team focuses on winning new business, and once an account is established, you own it. As a Strategic Customer Success Partner, you will be the primary point of contact and strategic owner for your assigned accounts, responsible for delivering an exceptional customer experience while partnering cross-functionally to deliver on time and in full (OTIF). You will manage a revenue and gross margin profile of $50M+ and $10M+, respectively, providing insights into OTIF performance, demand forecast accuracy, and Gross Margin Return on Inventory (GMROI), along with actionable recommendations for improvement. Success here requires trusted relationship-building, deep cross-functional collaboration, and the analytical skills to translate data into action. Success in This Role Will Be Measured By Relationship Excellence: Earning and sustaining the trust of strategic customer contacts through proactive, knowledgeable partnerships. Performance Accountability: Consistently improving KPIs, OTIF, GMROI, forecast accuracy, and forecast adherence - for every account. Cross-Functional Effectiveness: Building productive working relationships across Sales, Operations, Purchasing, Planning, Forecasting, Accounting, and Transportation to deliver seamless customer outcomes. Sales Enablement: Owning account management end-to-end so Sales can focus on new business development.

Requirements

5+ years in a customer success or account management role in a fast-paced distribution environment, preferably in wine, agricultural, food service, or packaging industries, with $50M+ annual revenue managed.
Exceptional relationship-building skills - a natural connector who earns trust quickly, maintains partnerships over time, and is genuinely invested in customer success.
Advanced Microsoft Excel proficiency (VLOOKUPs, pivot tables) and Power BI reporting experience required; comfortable navigating 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; ability to build strong working relationships across all internal departments.
Deep analytical capabilities: ability to quantify opportunities, manipulate data, and clearly summarize findings and next steps.
Excellent organization and project management skills; ability to manage multiple accounts and competing priorities simultaneously.
Strong problem-solving skills and adaptability; creative 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.

Responsibilities

Establish and nurture trusted relationships with customer contacts at all levels. Be the person they call first - deeply invested in their business, priorities, and success.
Serve as the internal connector across Operations, Purchasing, Forecasting, Accounting, Sales, and Transportation. Build genuine working relationships to resolve issues, anticipate needs, and deliver seamless customer experiences.
Develop account-specific reporting tailored to each customer’s unique needs using Excel (VLOOKUPs, pivot tables) and Power BI - delivering frequent, insightful, and actionable communication.
Process all pre-order, order confirmation, and order releases. Manage associated administrative requirements to ensure seamless, accurate fulfillment.
Track and improve KPIs including OTIF, GMROI, forecast accuracy, and forecast adherence. Develop data-driven recommendations and improvement plans with Sales and internal stakeholders.
Actively engage in Sales & Operations Planning for assigned accounts. Proactively communicate on stockout risks and overstock situations, including associated billing and storage impacts.
Set up and maintain customer master data, item setup, and artwork approval workflows.
Maintain current knowledge of Saxco products, services, and procedures. Apply wine and beverage industry expertise, including mold identification and comparable product recommendations, to advise customers with confidence.
Actively contribute to a supportive, positive, and engaged team environment.