Customer Success Partner

CUSTOMER SUCCESS PARTNER: KEY RESPONSIBILITIES & ACOUNTABILITIES

OBJECTIVE

A Customer Success Partner (CSP) provides sales support to Outside Sales Representatives by supporting quoting, quote follow-up, order entry and transaction coordination. Our CSPs keep customers informed and transactions moving so OSRs can focus on on-site customer solutions, relationship building and business development. The CSP also supports growth activities for assigned house accounts. The CSP role supports OSRs and engages customers directly but does not become a general administrative resource or a replacement for Customer Service.

KEY RESPONSIBILITES

OSR Capacity and Opportunity Support:

• Support an assigned OSR team with quote preparation, quote follow-up, order entry, product inquiries, and internal coordination.
• Prepare accurate quotes and routine orders form complete customer and seller instructions; verify product availability, pricing, freight, and delivery requirements.
• Monitor open quotes and complete assigned follow-up within the 48-hour standard, recording customer responses and next actions.
• Serve as an additional point of contact for customers by providing timely updates on quotes, orders, product information, availability, delivery, backorders and other transaction details.
• Coordinate with CSR, Operations, Warehouse, Purchasing, Finance, vendors and specialists regarding availability, lead times, freight, backorders, substitutions, or delivery expectations.
• Maintain accurate CRM and ERP information, including customer contacts, opportunity notes, quote status, next actions, account activity and open issues.

House Account Engagement:

• Build productive, professional relationships with assigned customers and contacts through phone, email, virtual, and in-branch engagement.
• Qualify house-account customers for pricing assignments; assign approved discounted pricing when documented criteria are met.
• Help customers identify appropriate products, alternatives, consumables, equipment or related solutions using approved information and demonstrated product knowledge.
• Follow up on customer requests, quotes, samples, product information, demonstrations, training requests and next steps within the required service standard.
• Maintain accurate CRM for house accounts, including contact, quote, order, account, pricing, follow-ups.
• Recognize when a house account or opportunity requires ISR or OSR coverage and complete the hand-off with the required customer and opportunity information.

Role Boundaries and Hand-offs:

• The OSR owns on-site customer solutions, relationship building, business development, commercial strategy and negotiated commitments.
• The CSP owns the administrative and communication workflow that supports the transaction; it does not replace the OSR as the commercial owner.
• The CSR owns walk-in and general inbound customer service and the post-sale administration of all orders, including fulfilment, returns, credits and order-resolution activity after hand-off.
• The CSP owns assigned house accounts only until the account warrants ISR or OSR coverage; the receiving seller becomes accountable when the hand-off is approved by the RSM.
• The CSP may assign discounted pricing within our standardized qualification process. Non-standard, strategic, or negotiated pricing requires seller and management approval.
• CSP work must relate to defined OSR support, assigned house-account growth or approved customer-development activity; it is not a general administrative resource.

KEY PERFORMANCE INDICATORS

• Quote and order-entry accuracy
• Quote follow-up completion and conversion
• OSR support turnaround and service level
• Customer communication and transaction timeliness
• Revenue and product margin from assigned house accounts
• Pricing-assignment compliance, CRM accuracy and hand-off quality

COMPENSATION

• Base salary plus commission.