Customer Success Manager - New Product

Ebco Inc•Knoxville, TN

About The Position

Job Overview The Customer Success Manager - New Product is responsible for overseeing the launch of new products at Ebco. This role will need to build and maintain a win-win relationship with customer contacts through both phone and email correspondence and help solve day-to-day issues. This position works directly with the customer to implement customers sample demand and solve related sample issues. Management Responsibilities Supervise day-to-day operations of the Product Launch Department Establish, implement, and continuously improve customer service procedures and standards related to new product launches Serve as the primary escalation for customer sample issues, ensuring timely resolution and clear communication Report weekly/monthly on department metrics Develop and mentor team by aligning individual, team, and company goals Product Launch Responsibilities Support new product kick-off activities, including customer order entry, sample timeline management, and cross-team prioritization coordination Provide proactive and accurate order status to internal stakeholders and external customers throughout the launch process Partner with quality and new product engineers to ensure successful product launch Identify, troubleshoot, and resolve issues related to new product launches for customers Coordinate with production team to prepare smooth transition from sample to production Oversee the quote release to customer processes, ensuring accurate and timely quote submission Other duties as assigned

Requirements

Bachelor’s Degree required
5 years of relevant work experience, preferably with a focus on B2B customer service
Capable of forming and maintaining relationships with customers
Team player with the ability to work independently with minimal supervision in a fast-paced environment
Understanding project management techniques and mastering multi-tasking skills
Detail oriented. Ability to collect and organize large amounts of data
Demonstrates strong oral and written communication skills
Ability to manage the trade-offs required to satisfy customer and business needs
Proficiency in Microsoft Word, Excel, CRM and ability to work with various database systems
Strong understanding of Global Supply Chain, including ocean and air shipments

Responsibilities

Overseeing the launch of new products
Build and maintain a win-win relationship with customer contacts through both phone and email correspondence
Help solve day-to-day issues
Implement customers sample demand and solve related sample issues
Supervise day-to-day operations of the Product Launch Department
Establish, implement, and continuously improve customer service procedures and standards related to new product launches
Serve as the primary escalation for customer sample issues, ensuring timely resolution and clear communication
Report weekly/monthly on department metrics
Develop and mentor team by aligning individual, team, and company goals
Support new product kick-off activities, including customer order entry, sample timeline management, and cross-team prioritization coordination
Provide proactive and accurate order status to internal stakeholders and external customers throughout the launch process
Partner with quality and new product engineers to ensure successful product launch
Identify, troubleshoot, and resolve issues related to new product launches for customers
Coordinate with production team to prepare smooth transition from sample to production
Oversee the quote release to customer processes, ensuring accurate and timely quote submission
Other duties as assigned