Customer Success Manager - New Product

DescriptionJob OverviewThe 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 ResponsibilitiesSupervise day-to-day operations of the Product Launch DepartmentEstablish, implement, and continuously improve customer service procedures and standards related to new product launchesServe as the primary escalation for customer sample issues, ensuring timely resolution and clear communicationReport weekly/monthly on department metricsDevelop and mentor team by aligning individual, team, and company goalsProduct Launch ResponsibilitiesSupport new product kick-off activities, including customer order entry, sample timeline management, and cross-team prioritization coordinationProvide proactive and accurate order status to internal stakeholders and external customers throughout the launch processPartner with quality and new product engineers to ensure successful product launchIdentify, troubleshoot, and resolve issues related to new product launches for customersCoordinate with production team to prepare smooth transition from sample to productionOversee the quote release to customer processes, ensuring accurate and timely quote submissionOther duties as assignedRequirementsBachelor’s Degree required5 years of relevant work experience, preferably with a focus on B2B customer serviceCapable of forming and maintaining relationships with customersTeam player with the ability to work independently with minimal supervision in a fast-paced environmentUnderstanding project management techniques and mastering multi-tasking skillsDetail oriented. Ability to collect and organize large amounts of dataDemonstrates strong oral and written communication skillsAbility to manage the trade-offs required to satisfy customer and business needsProficiency in Microsoft Word, Excel, CRM and ability to work with various database systemsStrong understanding of Global Supply Chain, including ocean and air shipments