Customer Success Manager: Remote Position

$40,000 annual Salary2 weeks vacation plus generous company holiday paid time offCompany and Job Overview

RL Food Testing is a market leader in helping small to medium sized food manufacturers conduct laboratory testing on human and pet food a well as supplements.  We help small and medium size businesses get ready for retail. Our customer service model depends on the valuable work done by our Customer Success Manager who takes over the customer relationship once the sale is complete. The person for whom we seek is hard-working, has a very high sense of urgency, excellent customer service skills and great teamwork skills.  They must also be very organized and able to multitask effectively.

This person would support our sales team located in Arizona.  

Persons who do not meet the minimum technical requirements will not be considered for the job.

• The customer success manager would manage all post purchase communication with customers as well as management of lab and label work.
• The goal is to ensure “customer success” with their projects

Responsibilities

• Support the Sales Director with phone and email follow up as needed – primary contact is made by sales team but the CSM would be a back up in the event of vacation or sick day.
• Documenting project progress, leaving notes and tasks in our CRM (customer relationship manager) tool called HubSpot (training provided) to ensure proper follow up and communication within our company
• Follow up on invoices that are generated through QuickBooks (training available)
• Overseeing laboratory testing projects start to finish. (submission forms and instructions through final report delivery)Job DetailsPrimary responsibility for CSM

• Reach out to Director of Operations for NFP/Recipe Template support and AAFCO work when necessary. Lab submission forms
• Recipe templates & NFP Production Management (supported by Director of Operations)
• GA w AL projects with final QC to be done by Director of Operations
• Manage Support Inbox for customer questions
• Client Questions, Report Questions, etc.
• Final Reports for all lab services as they arrive
• Update Monday.com on all lab projects and keep projects on track with delivery dates.
• Communicate Sample arrival and project due date when applicable
• When directed, support the sales team by contacting sales leads in Hubspot and provide an initial contact
• Collaborate on managing additional leads working closely with sales

Technical Skill Requirements

• Competent experience with HubSpot or similar CRM and QuickBooks or similar
• Very knowledgeable about all MS Office software including outlook, excel, word
• File management skills

Interpersonal Skills

• A very pleasant demeanor on the phone and interacting with customers
• Very well organized and an excellent communicator
• Positive attitude and good teamwork skills
• Consultative Sales Experience is a plus a general curiosity and ability to find the WHY’s related to client inquiries, process/regulations and lab results.
• We provide a company laptop and cell phone – we use MS Teams as our communication platform
• Bonus: Working knowledge of USDA/FDA/AAFCO labeling as well as Food Science background/experience

Interview Process: All final candidates

• MUST meet our minimum technical skill requirements
• Take an online assessment to determine fit for the role
• Interview on a video call with our team
• Do a very short presentation (3 slides) on yourself and fit for the role