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Customer Success Manager

3 months ago

Carlsbad, United States Natural Alternatives International Full time

Since 1980, NAI has been a leader in nutritional health, bringing whole food-based supplements to a global population. NAI is a leading expert and manufacturer of dietary supplements. We are involved in every facet of the industry, including research, development, manufacturing and marketing and advocacy. As a company, we continue to grow with manufacturing locations in Vista and Carlsbad, CA. We are looking for seasoned and entry level candidates that are interested in working for a great company with opportunities to grow, competitive pay and benefits.

Benefits

  • Free medical (one plan) and other medical plan options
  • Dental, vision, life insurance and other voluntary benefit options.
  • $1,000 Employee Referral Bonus
  • 3 weeks vacation and 11 paid holidays
  • 401K including company matching and profit sharing
  • Opportunities for advancement
  • Comprehensive training
  • Tuition Reimbursement and more

Summary

Responsible for managing assigned client accounts. Responsible for order processing and management, project management of new products and existing product changes, sales forecast management, pricing management, developing and maintaining client accounts, internal cross functional team and business partner relationships. Acts as a liaison between clients and cross-functional internal teams to ensure the timely and successful delivery of communication and solutions according to client needs. Responsible for coordinating internal functions to ensure customer needs are met and ensure client satisfaction. Drives and manages the New Product Implementation process by working with internal cross-functional groups on assigned new product launch projects. May be required to give client tours and presentations as needed, travel to client facilities and/or industry tradeshows/conferences.

Essential Duties & Responsibilities

  • Problem solves both internally and externally to manage client projects and formulate responses to client complaints, documentation and/or information requests.
  • Responsible for managing and developing client accounts to maintain favorable client relationships and help clients succeed in their business goals.
  • Responsible for working with the Business Development managers to onboard and integrate new clients and develop existing client relationships.
  • Liaison between the client and NAI internal teams. Responsible for communicating internal feedback directly to the client.
  • Manages the planning and coordination of new product development by driving the new product implementation process; assumes the role of project manager coordinating a core cross-functional peer group to ensure the successful launch of new products from quote acceptance through small scale development, commercial production and shipment.
  • Follows through with phone contact and necessary correspondence with existing clients or new sales to include order processing, acknowledgements and order status.
  • Ensures that clients receive promised deliveries as specified through contract or order acknowledgement. Successfully manage multiple projects simultaneously without missing critical deadlines.
  • Meets and confers with clients both on and off-site. Gives presentations and tours as needed. May travel to client facilities for meetings and out-of-town conferences.
  • Manages the planning and coordination of new product development by driving the new product implementation process; assumes the role of project manager coordinating a core cross-functional peer group to ensure the successful launch of new products from quote acceptance through to small scale development, commercial production and shipment.
  • Inputs, analyzes, and manages sales forecasts and works with other departments and clients to ensure sales projections are routinely met; reports monthly on account sales performance based on analysis and as request by management.
  • Drives new sales growth opportunities of existing accounts by working in conjunction with the Business Development Managers and providing supporting information and documents to educate clients on new market opportunities as well as building and maintaining strong customer relationships.
  • Through self-initiated research, continuously increases and updates knowledge of industry, trends, regulations, client trends and domestic and global issues that impact the clients and/or our business.
  • Knowledgeable and maintains compliance with applicable standard operating procedures.
  • Participates in the development of and must remain knowledgeable as to the terms of all client contracts such as supply and quality agreements; responsible for due diligence in ensuring compliance with the terms of such contract(s).
  • Leads at least one department initiative as assigned by Department Director and/or manager.
  • Additional duties and project work as assigned by department director and/or manager.

Qualifications

  • Bachelor's degree is preferred. Masters degree is a plus. Will consider candidates with a high school diploma and 5+ years of experience in sales, account management or client success management in a client-centric work environment.
  • Must excel and be effective and professional in written and verbal forms of communication.
  • Must have effective presentation skills and be able to speak comfortably in front of groups.
  • Must be able to develop and sustain positive relationships with key client contacts in this position.
  • Ability to think critically and be analytical in process and execution of projects and daily work.
  • Demonstrated ability to communicate effectively with people at and across all levels of the organization and maintain professional conduct.
  • Must maintain confidentiality of company financial and other sensitive and proprietary information.
  • Must be computer literate and able to demonstrate proficiency in MS Word, Excel, PowerPoint, Outlook, Project, Zoom and Microsoft Teams.
  • Must possess strong organizational and time management skills; able to maintain flexibility in response to fast-paced environment with constantly changing priorities and successfully manage multiple projects simultaneously without missing critical deadlines.
  • Must be able to prioritize workload and be self-motivated.
  • Strong work ethic; commitment to excellence and capacity to work independently with minimum supervision.

Physical Demands

  • While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms; stoop and kneel; talk and hear. The employee is frequently required to sit and stand.
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.
  • Lifting requirement: Up to 30 pounds. The physical demands are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made upon request to enable individuals with qualified disabilities to perform the essential functions of the job.

Work Environment

Computer workstation and climate-controlled office environment. May occasionally enter production areas where personal protective equipment might be required to prevent or lessens exposure to airborne-borne powdered nutritional supplement substances.

NAI is an Affirmative Action/Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, physical or mental disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Following a conditional offer of employment, satisfactory completion of a background check (including criminal records check) is required prior to beginning employment. Any offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current NAI employee who was conditionally offered the position.