Client Success Manager

Natural Alternatives International Inc•Carlsbad, CA

3d•Onsite

About The Position

This is a leadership role supporting client programs within a nutraceutical/contract manufacturing environment. The Client Success Manager is responsible for managing assigned client accounts, including order processing and management, project management of new products and existing product changes, sales forecast management, pricing management, developing and maintaining client accounts, and fostering internal cross-functional team and business partner relationships. This role acts as a liaison between clients and internal teams to ensure timely and successful delivery of communication and solutions according to client needs, driving client satisfaction. The position is also responsible for coordinating internal functions to ensure client needs are met and driving the New Product Implementation process by working with internal cross-functional groups on assigned new product launch projects. Travel to client facilities and/or industry tradeshows/conferences may be required, as well as giving client tours and presentations.

Requirements

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.
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.

Nice To Haves

Bachelor's degree is preferred.
Master’s degree is a plus.

Responsibilities

Problem solves both internally and externally to manage client projects and formulate responses to client complaints, documentation and/or information requests.
Manages and develops client accounts to maintain favorable client relationships and help clients succeed in their business goals.
Works with Business Development managers to onboard and integrate new clients and develop existing client relationships.
Acts as a liaison between the client and NAI internal teams, communicating internal feedback directly to the client.
Manages the planning and coordination of new product development by driving the new product implementation process, acting as project manager for a core cross-functional peer group to ensure 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, including order processing, acknowledgements, and order status.
Ensures that clients receive promised deliveries as specified through contract or order acknowledgement.
Successfully manages multiple projects simultaneously without missing critical deadlines.
Meets and confers with clients both on and off-site, giving presentations and tours as needed.
May travel to client facilities for meetings and out-of-town conferences.
Inputs, analyzes, and manages sales forecasts, working with other departments and clients to ensure sales projections are routinely met; reports monthly on account sales performance.
Drives new sales growth opportunities of existing accounts by working in conjunction with 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.
Continuously increases and updates knowledge of industry, trends, regulations, client trends, and domestic and global issues that impact clients or the business through self-initiated research.
Maintains compliance with applicable standard operating procedures.
Participates in the development of and remains 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.
Performs additional duties and project work as assigned by department director and/or manager.