Customer Success Manager

The Customer Success Manager is responsible for the delivery of our organizational objectives for our private label and co-manufacturing customer partners. This includes but is not limited to creating internal alignment and delivery of customer activities and requirements, delivery of budgetary margin goals, optimization of customer’s product portfolio, development, and delivery of customer scorecards, and establishing and sustaining high levels of customer satisfaction.

Responsibilities:

• Developing and coordinating internal cross functional requirements to support the on-boarding, launch, and on-going account management activities to deliver our private label and co-manufacturing customer partners objectives and our organizational objectives.
• Establishing an inseparable relationship with our private label and co-manufacturing customers by:
• Creating and executing account plans and strategies to deliver on customers objectives.
• Creating organizational awareness and alignment of account plans to execute on customer requirements and contract terms (i.e. – service level and quality metrics)
• Maintaining targeted levels of customer satisfaction, net promoter scores, and customer effort scores by maintaining high levels of category and customer understanding, high levels of responsiveness and availability, giving our customers more than we take, and delivering on our commitments.
• Conducting external business reviews to evaluate performance metrics and re-establish action logs and priorities to achieve customer objectives.
• Delivering P&L objectives for our private label and contract manufacturing customers by:
• Partnering with Sales Account Lead and other commercial team members to develop accounts plans and strategies to deliver business objectives.
• Creating organizational awareness and alignment to enable execution of account plans and strategies.
• Conducting internal business reviews to evaluate performance metrics and re-establish action logs and priorities to achieve business objectives.
• Assisting in the execution of SIOP (Sales, Inventory, and Operations Planning) process related to private label and co-manufacturing accounts. This includes but is not limited to establishing customer requirements, product portfolio roles and on-going optimization, forecasting, and inventory management.
• Responsible for supporting internal project management function in the business case development, commercialization, and on-going execution of new products.
• Ensuring coordination and timely follow-up of all project plan tasks and activities, including trials.
• Driving team to resolution of issues and risks and escalate accordingly.
• Maintaining a strong understanding of the category, the consumer, and the customer:
• Subscribing to and reading category, consumer, and customer reports
• Partner with Research and Development team to maintain continuous understanding of technology platforms within our operating categories.
• Partnering with category management team to maintain thorough understanding of changes in category dynamics.

Qualifications:

Must be…

• A consumer first. The consumer guides our decision-making process. We solve for their needs through our customers. It all begins with them.
• An owner. The performance of the marketing department starts with you; however, you also influence the organization. One individual’s actions can shape or make change across the organization.
• A farmer. We are building for the future. It takes hard work and a humble attitude. You start small, plant an idea, anticipate change in an unrelenting, constantly changing environment, adapt, and grow so that we can harvest our success in the future. That said, it starts with you getting up and going to work each morning.
• A teammate. We want to go far not “just” fast. To go far, we must go together.
• An entrepreneur. You will need to embrace risk and be willing to fail. The greatest ideas that you create will likely be inspired by a failure first.
• Persistent. If we are moving fast, taking calculated risks, and striving for excellence, we will be met with adversity. In those moments, you must be able to get back and persist.

Must have…

• Bachelor’s degree in business, sales, marketing, and/or related field or equivalent experience.
• 5+ years of account management responsibility with strong preference of CPG industry related experience; desired experience in beverage category
• Demonstrated ability to interact and support external customers with highly professional attitude.
• Demonstrated ability to interact and support various internal cross-functional departments – operations, supply chain, customer service, sales, marketing, etc.
• Excellent listening, and strong oral/written communication skills.
• Organized and detail oriented. Able to prioritize work, meet deadlines, and work independently.
• Highly motivated; takes initiative without being asked, displays a sense of urgency, and requires minimal oversight.
• Able to creatively problem solve; flexible, proactive, and able to work in a fast-paced environment.
• Exhibit a high-level of intellectual curiosity; ask the right questions to ensure a thorough understanding of the opportunity.
• Contribute to establishing practices, tools, and templates for standardized use throughout the organization.

Must want…

• To strive for excellence and win

Hours and Pay:

We offer a competitive base pay rate and a comprehensive benefits package for full-time employees. Hours are standard Monday – Friday business hours on-site at our Little Chute, WI facility.

Safety Statement:

At Trilliant Food and Nutrition, safety is every employee’s first responsibility. We expect all employees to adhere to all safety practices, have the moral courage to stop other individuals from performing unsafe acts, and immediately report unsafe conditions.

Disclosures:

• The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
• Responsible for following food safety/regulatory policies and procedures, executing responsibilities as identified in standard operating procedures, and reporting food safety/regulatory concerns to the Production or Quality Manager.
• Trilliant Food & Nutrition is a Drug Free Workplace.
• All applicants are subject to a background check as a condition of employment.
• EEO/AA including Vets and Disabled.
• If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information.

About Us:

• TRILLIANT FOOD & NUTRITION, located in Little Chute, WI is a state-of-the-art, vertically integrated production facility which has been a pioneer in the U.S. specialty coffee market since 1979. We have used our years of experience and skill in the traditional coffee segment to produce one thing: great coffee. Our facility features the most current, high-speed equipment to support our commitment to quality, value, speed-to-market, and innovation.

• HORSESHOE BEVERAGE COMPANY, located in Neenah, WI is a leading ready-to-drink beverage manufacturer focused on providing consumers with an outstanding beverage experience wherever, whenever. Leveraging industry-leading talent, state-of-the-art equipment, and our vertically integrated supply chain, we strive to be at the forefront of beverage innovation each day and deliver the highest quality beverages to our customers first.

• The teams at TRILLIANT and HORSESHOE come to work each day with relentless energy, enthusiasm, and a promise to enhance the beverage experiences of millions of people. We invite you to explore opportunities at TRILLIANT or HORSESHOE, to see if your talents and career aspirations may fit with our openings.

Diversity and Inclusion at TRILLIANT and HORSESHOE:

We believe talented, great people are the building blocks of our success. We believe in finding the right people, with the right attitude, and providing them with opportunities to excel.

Trilliant Food & Nutrition, LLC