Customer experience manager Jobs in Vacaville, CA

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!

Position Details

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

Reporting Relationship: Reports to Director of Customer Experience

About The Role

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.

Core Responsibilities

• 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 Saxco products, services, and procedures. Apply wine and beverage industry expertise, including mold identification and comparable product recommendations, to advise customers with confidence.
• Team Culture: Actively contribute to a supportive, positive, and engaged team environment.

Required Qualifications

• 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.

What We Offer

Our employee partners enjoy:

• Competitive Pay and Incentives
• 401(k) / Profit Sharing
• Medical, Dental, and Vision Insurance
• Disability and Life Insurance
• Paid Time Off and Holidays

Disability Accommodation

Applicants with disabilities may be entitled to reasonable accommodations, absent undue hardship, under the Americans with Disabilities Act and certain state and local laws. Reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity for qualified individuals with disabilities and will enable them to perform their job duties. This may include appropriate adjustments or modifications of employer policies, including a mandatory vaccination requirement.

Please inform Saxco's personnel representative if you need assistance completing this application or otherwise believe you need accommodation regarding the requirements set forth in this job description because of a disability.

Religious Accommodation

Applicants with sincerely held religious beliefs, observances, or practices may be entitled to reasonable accommodations, absent undue hardship, under Title VII of the Civil Rights Act of 1964 and certain state and local laws if the applicant's religious beliefs, observances, or practices otherwise conflict with requirements set forth in this job description.

Please inform Saxco's personnel representative if you believe you need accommodation regarding the requirements set forth in this job description because of a sincerely held religious belief, observance, or practice.

Equal Opportunity Employer

Saxco International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

*Management retains the discretion to add to or change the duties of the position at any time.**