Strategic Customer Success Partner

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Full-Time Regular Fairfield, CA, US

5 days ago Requisition

Salary Range: $80,000.00 To $94,000.00 Annually

Why work at Saxco?

We are a dynamic, inclusive, and fun team with a passion for excellence in the packaging industry. We have a supportive and collaborative environment where your ideas and creativity are valued, and innovation and continuous improvement. You will be empowered and encouraged to achieve your full potential. The company also values well-being of our team members, embracing flexibility to accommodate personal needs and maintain a healthy lifestyle.

At Saxco, community matters because it unites us, gives us purpose and provides an opportunity to drive change. Through involvement and contribution, we are committed to supporting, serving, strengthening, and sustaining the communities where we live and work.

Come join this exceptional team and build a meaningful and rewarding career!

Location: Fairfield, CA, Norco, CA, & Franklin, TN

Reporting Relationship:Reports to Director of Customer Experience

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.

• 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.

• Relationship Building: 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.
• Cross-Functional Collaboration: 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.
• Custom Customer Reporting: 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.
• Order & Transaction Processing: Process all pre-order, order confirmation, and order releases. Manage associated administrative requirements to ensure seamless, accurate fulfillment.
• Performance Tracking & Improvement: Track and improve KPIs including OTIF, GMROI, forecast accuracy, and forecast adherence. Develop data-driven recommendations and improvement plans with Sales and internal stakeholders.
• S&OP / Inventory Management: Actively engage in Sales & Operations Planning for assigned accounts. Proactively communicate on stockout risks and overstock situations, including associated billing and storage impacts.
• Account Setup & Maintenance: Set up and maintain customer master data, item setup, and artwork approval workflows.
• Product & Industry Knowledge: Maintain current knowledge of…