Customer Success Associate Manager (Xico)

Overview

We Are PepsiCo. Join PepsiCo and Dare for Better! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place. Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries. Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years. A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.

Responsibilities

As Customer Success Manager, your scope consists of:

Customer Relationship Management & Engagement

• Serve as the primary business point of contact for daily sustain operations.
• Understand business goals, challenges, and provide tailored support and recommendations.
• Partner with product and engineering to create and socialize a plan to transition products, features, and capabilities from development to sustain post‑Hypercare.
• Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain.
• Monitor and respond to customer inquiries through various communication channels.
• Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization.

Product Knowledge & Understanding

• Understand the features within a product and the future product roadmap.
• Stay updated on the latest product trends across the industry.

Incident Management and SLAs

• Partner with operations leads and sustain teams to ensure incidents are resolved with SLA.
• Partner with Site Reliability Engineer (SRE) to help triage incidents and assign incidents to the respective support team.
• Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team.
• Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly.

Communication and Reporting

• Communicate and collaborate with the Call center, Sector reps, Business Admins and leadership teams to provide regular updates on incidents, problems, upcoming maintenance, etc.
• Identify product improvement areas and work with the Product team to create the backlog item as a future product capability.

Qualifications

Education

• Bachelor's degree in business, technology, communications or a related field.

Experience

• 3-5 years of experience in customer success, account management, or a related role, preferably in the B2B e‑commerce or SaaS industry.
• Strong understanding of B2B e‑commerce solutions and related technologies.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem‑solving and analytical abilities.
• Ability to manage multiple clients and products simultaneously.

What can you expect from us

• Excellent analytical skills and the ability to translate analytical findings into actionable solutions and processes.
• Organized personality.
• Team player.
• Ability to manage stress and meet deadlines while maintaining high levels of accuracy.
• Advocates for and embraces the use of new tools and techniques.
• Problem solving.
• Seeks opportunities to strengthen digital culture through collaborating and sharing knowledge.
• Track record of improving processes, leading projects and influencing decision‑makers.
• Has an informed opinion on digital trends, including fluency with specific digital technologies.

EEO Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a workforce and an innovation for the organization.