Customer Success Manager at Hearthside Food Solutions

Job Summary

The principal accountability of the Customer Success Manager is to enable sales growth and service, targeted at optimizing available capacity. CSMs are focused on building platform tools to inform HFS Commercial Team on manufacturing capabilities and service processes, leveraging strong cross-functional relationships to support growth and service health.

Key Responsibilities

• Become fluent in products and manufacturing capabilities associated with assigned platform(s), creating tools and serving as resource to assist sales identify opportunities that match product & capacity
• Work with Supply Chain and Ops teams to socialize available capacity (Heatmaps)
• Understand key Platform commercial processes and build tools to guide internal stakeholders
• Monitor platform metrics/performance by running/reviewing KPI reports, creating Platform scorecards, and informing commercial team on trends
• Keep a “high-level view” of the entire support process to spot common themes to resolve
• Foster a customer-centric team environment by voicing customer concerns and tracking customer pain points and deliver optimization solutions for customer network
• Collaborate with peers in customer success, sales, operations, supply chain and throughout the business to ensure customer needs are heard loud and clear.
• Guide resolutions to platform/customer issues and internal roadblocks by performing issue identification, communication, and resolution for moderately complex customer issues. Offer product solutions to pain points and find opportunities to expand our business.
• Navigate internal stakeholders and SME’s
• Ability to travel up to 10%
  
  

KEY COMPETENCIES & KNOWLEDGE

Skill in:

• Must have excellent oral and written communication skills.
• Strong self-confidence.
• Strong will to drive and influence change.
• Must be accurate, detail-oriented and maintain the utmost confidentiality.
• Strong presentation skills and negotiation skills.
• Strong customer service skills
• Proactive approach to problem solving
• Independent self-leader with a keen sense of prioritization
  
  

Ability to:

• Ability to calculate figures.
• Ability to define problems, collect data, establish facts, spot trends and draw valid conclusions.
• Ability to write routine reports and correspondence.
• Ability to work well with others in stressful situations and meet deadlines as necessary.
• Ability to handle multiple priorities and tasks.
• Ability to work in a fast-paced environment, while at the same time making sound decisions.
• Ability to indirectly influence and lead
  
  

Education & Experience

• Bachelor’s degree in Marketing, Business or related field or combination of education and experience
• 5-7 years’ experience in supply chain, technical sales or product management
• Full understanding of manufacturing process in Food
• Experience in designing and executing processes
• Proficiency in MS Office Suite, including PowerPoint & SharePoint
  
  

Founded in 2009 and headquartered in Downers Grove, IL we are a world-class contract manufacturer producing wholesome baked goods, snacks and packaged foods for many of the world’s leading food companies. As one of the largest and fastest growing food co-manufacturing companies in the US, we are the proud owner and operator of over 35 facilities globally. Our nearly 10,000 employee-strong organization is leading the way and setting new standards for quality, safety, flexibility and efficiency while feeding families around the globe.

Hearthside’s exceptional growth stems from its ability to address real-world problems for customers of all shapes and sizes, and by our resolute commitment to our belief that there are no great companies without great culture. Our culture of personal empowerment enables growth, learning, and continuous improvement every day!

We are steadfast in our ambition to be the indispensable and most trusted partner to our customers and need your help to do it! Join Hearthside and enjoy a competitive package, outstanding benefits and a diverse work environment.

Hearthside is an Equal Opportunity Employer.

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