Customer Success Manager

5 days ago

Milford New Hampshire, United States Alene Candles Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Alene Candles. As a key member of our operations team, you will be responsible for ensuring the successful execution of customer demand, supporting product development, and driving the overall success of program management associated with assigned accounts.

Key Responsibilities
  • Interface with existing and new customers to support new product development, introduction, and revisions to existing products and orders.
  • Support project management by meeting customer and company objectives through established stage gate processes.
  • Manage customer open orders, considering plant capacity, customer desired delivery, development status, and material availability.
  • Maintain all program documents as required by Quality Management System procedures and work instructions.
  • Provide reports to internal stakeholders as requested, related to audit activities.
  • Confirm all development work completed with necessary approvals upon entry of orders.
  • Process orders, deviations, and change orders through the ERP system, working with scheduling as needed to prioritize capacity.
  • Provide logistics support related to timely deliveries, seeking routing guides and providing shipping portal information to customers.
  • Establish and/or verify current work instructions.
  • Ensure quality standards and component specifications are available for all programs.
  • Verify completion of development and final bill of materials and manufacturing routings prior to production.
  • Establish operational ship dates and monitor for completion.
  • Maintain forecasts to ensure capacity is allocated appropriately.
  • Assist with management of aged company and customer-owned materials.
  • Participate in post-program assessment of results.
  • Responsible for vetting quality concerns and ensuring the proper personnel are included to provide corrective actions and appropriate resolution.
  • Collaborate with and assist team members to achieve program deliverables and department goals.
  • Maintain Alene standards of performance and comply with housekeeping, safety policies, and procedures.
Requirements
  • Bachelor's degree in Business Administration or a closely related field.
  • 4+ years of demonstrated program or operational management experience.
  • Previous experience in consumer goods is highly desired.
  • Experience with manufacturing operations.
  • Previous experience working with an ERP system, IFS or SAP a plus.
  • Experience with Microsoft Office suite, including Excel, Access, and Outlook.
  • Critical thinking and problem-solving skills.
  • Strong decision-making, customer service, planning, and organizing skills.
  • Self-directed and ability to manage multiple priorities.
  • Ability to communicate effectively with strong influencing and leading skills.
  • Proven program or operational management skills required to create, maintain, and enhance program performance.

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