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Client Success Specialist

2 months ago

Milford, New Hampshire, United States Alene Candles Full time
About Us

Alene Candles LLC & Midwest is a leading private label and contract manufacturer specializing in high-quality candle production for renowned retail, boutique, and cosmetic brands. With over 25 years of experience, our commitment to excellence, safety, and a positive workplace culture has earned us recognition as a top employer.

Role Overview

The Customer Success Manager serves as the primary advocate for our clients. This role involves the strategic implementation of customer requirements, ensuring alignment across various departments, systems, and workflows. You will play a crucial role in supporting product innovation and overseeing the successful management of programs linked to assigned accounts. Furthermore, you will facilitate the effective launch of new products, from conception through to delivery.

Key Responsibilities
  • Engage with both existing and prospective clients to assist in new product development and modifications to current offerings.
  • Support project management efforts to meet both customer and organizational goals through a structured stage gate process.
  • Oversee customer orders while considering production capacity, desired delivery timelines, development progress, and material availability.
  • Maintain comprehensive program documentation in accordance with Quality Management System protocols.
  • Generate reports for internal stakeholders related to audit processes as needed.
  • Ensure all development tasks are completed with necessary approvals prior to order entry.
  • Process orders, deviations, and change requests through the ERP system, collaborating with scheduling to optimize capacity.
  • Provide logistical support to ensure timely deliveries, including sharing routing guides and shipping information with clients.
  • Establish and verify current operational procedures.
  • Ensure that quality standards and component specifications are accessible for all programs.
  • Confirm the completion of development work and finalize bill of materials and manufacturing processes before production begins.
  • Set operational shipping dates and monitor progress towards completion.
  • Manage forecasts to ensure proper capacity allocation.
  • Assist in the management of aged materials owned by the company and customers.
  • Participate in evaluations of program outcomes.
  • Address quality concerns by involving the appropriate personnel to implement corrective actions.
  • Collaborate with team members to achieve program objectives and departmental goals.
  • Uphold Alene's performance standards and adhere to safety and housekeeping policies.
  • Perform additional duties as assigned by the Customer Success Leader.
Qualifications

Essential Qualifications
  • Bachelor's degree in Business Administration or a related field.
  • A minimum of 4 years of proven experience in program or operational management.
Preferred Qualifications
  • Experience in consumer goods is highly desirable.
  • Familiarity with manufacturing operations.
  • Prior experience with ERP systems; knowledge of IFS or SAP is a plus.
  • Proficiency in Microsoft Office Suite, including Excel, Access, and Outlook.
  • Strong critical thinking and problem-solving abilities.
  • Excellent decision-making, customer service, planning, and organizational skills.
  • Self-motivated with the ability to manage multiple priorities effectively.
  • Strong communication skills with the ability to influence and lead.
  • Demonstrated program or operational management skills necessary for enhancing program performance.
Benefits

Alene offers a competitive benefits package for full-time employees, including medical, dental, and vision coverage, a 401(k) plan with company matching, basic life insurance, an employee assistance program, flexible spending accounts, paid holidays, paid time off, tuition reimbursement, and a volunteer program.

Alene Candles is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind. We are dedicated to accommodating applicants' needs throughout the application and interview process.