The Customer Success Manager will effectively manage and assist with existing and prospective contract manufacturing accounts.  He/she will work cross-functionally with various departments to ensure that branded and contract manufactured products are shipped on-time and meet product specifications.

  • Manage new and existing customer relationships
  • Create quotes for new and existing customers
  • Manage onboarding process of new customers and products
  • Set up new accounts, new items, price change forms, vendor packets, etc.
  • Maintain a thorough knowledge of products
  • Create product specification sheets with detailed information to be used across multiple departments
  • Maintain margin goals and manage pricing for customers
  • Interact with existing and potential customers on the phone and email in a professional and enthusiastic manner
  • Build and sustain positive customer relationships
  • Investigate customer-related complaints and work to resolve them as quickly as possible
  • Ensure samples are requested and delivered in a timely manner
  • Collaborate with multiple departments to propose and implement solutions to customer challenges
  • Provide accurate reports
  • Coordinate special projects as they arise within the sales department
  • Perform other duties as assigned

Minimum Qualifications

  • 1-3 years customer success experience in one of more of the following: sales support and/or account management
  • 1-3 years of project management or implementation experience
  • Strong written and verbal communication skills
  • Experience with contract manufacturing a plus
  • Proficient with Microsoft Office products (Excel, Word, Outlook)
  • Proficient with Google Drive products (sheets, etc.) preferred
  • Strong attention to detail and organized
  • Analytical thinker and problem solver
  • Customer-focused
  • Works well with little supervision, with other departments and different personalities

Additional Abilities

  • Sedentary work, lifting up to 10 lbs. occasionally.  Will remain seated most of the time.
  • This position is required to have close visual acuity to perform activities such as preparing and analyzing data and figures, viewing a computer terminal and extensive reading.