Client Success Specialist

Client Success Specialist

Commerce, CA | Full-Time | Onsite

Salary range: 75k – 85k

At Ernest, we’ve been helping businesses succeed for more than 80 years by building lasting relationships with our clients, employees, and communities. As the largest privately owned packaging company in the United States, we’ve built our success by putting people first. We believe in promoting from within, investing in our employees, and creating opportunities for people to build meaningful, long-term careers.

We’re looking for a Client Success Specialist to join our Commerce, CA team. If you’re organized, make good decisions, enjoy building relationships, thrive in a fast-paced environment, and take pride in owning your work, we’d love to meet you.

Position Summary

As a Client Success Specialist, you’ll be a key business partner to an assigned portfolio of clients and their primary day-to-day point of contact. Working closely with a Client Relationship Manager (outside sales representative), you’ll take ownership of the ongoing needs of your accounts and help ensure their business runs smoothly.

This role goes well beyond processing orders or handling transactions. You’ll get to know your clients’ businesses, anticipate their needs, solve problems, and make thoughtful decisions about how best to support them. You’ll have the flexibility to manage priorities, recommend solutions, and keep things moving without needing direction at every step.

Ultimately, you’ll own the day-to-day success of your accounts by building strong client relationships, identifying opportunities, resolving issues, and partnering with the Client Relationship Manager to grow the business.

The Client Success Specialist is a full-time, exempt (salaried) position reporting to the Client Coordinator Manager.

What You'll Do

• Independently administer and manage an assigned portfolio of client accounts, exercising discretion and independent judgment to keep each client's business running smoothly.
• Serve as the primary decision-maker for day-to-day account matters on behalf of the assigned Client Relationship Manager (CRM), including order exceptions, expediting requests, inventory substitutions, pricing adjustments, and credit & return decisions.
• Analyze each client's purchasing patterns, inventory needs, and business operations, then recommend and implement the packaging solutions and account strategies that best fit their business.
• Exercise independent judgment to investigate and resolve client issues, escalations, and service exceptions, determining the appropriate course of action.
• Represent the Client Relationship Manager in their absence, making the business decisions needed to ensure continuity of service to the account.