Client Success Manager

$65,000 - $80,000/Yr

Natural Alternatives International - Carlsbad, CA

Full-time - Mid Level

Carlsbad, CA

Ambulatory Health Care Services

About the position

Since 1980, NAI has been a leader in nutritional health, bringing whole food-based supplements to a global population. NAI is a leading expert and manufacturer of dietary supplements, involved in every facet of the industry, including research, development, manufacturing, marketing, and advocacy. As a company, we continue to grow with manufacturing locations in Vista and Carlsbad, CA. We are looking for seasoned and entry-level candidates that are interested in working for a great company with opportunities to grow, competitive pay, and benefits. The Client Success Manager is responsible for managing assigned client accounts, overseeing order processing and management, and project management of new products and existing product changes. This role involves sales forecast management, pricing management, and developing and maintaining client accounts, as well as internal cross-functional team and business partner relationships. The Client Success Manager acts as a liaison between clients and cross-functional internal teams to ensure the timely and successful delivery of communication and solutions according to client needs. This position is crucial in coordinating internal functions to meet customer needs and ensure client satisfaction. The Client Success Manager will drive and manage the New Product Implementation process by collaborating with internal cross-functional groups on assigned new product launch projects. Responsibilities also include problem-solving both internally and externally to manage client projects and formulate responses to client complaints, documentation, and information requests. The role requires managing and developing client accounts to maintain favorable relationships and help clients succeed in their business goals. The Client Success Manager will work closely with Business Development managers to onboard and integrate new clients and develop existing client relationships, ensuring that clients receive promised deliveries as specified through contracts or order acknowledgments. This position may require travel to client facilities and industry tradeshows/conferences, as well as giving client tours and presentations as needed.

Responsibilities

• Manage assigned client accounts and ensure client satisfaction.
• Oversee order processing and management, including sales forecast management and pricing management.
• Develop and maintain relationships with clients and internal cross-functional teams.
• Act as a liaison between clients and internal teams to ensure timely communication and solutions.
• Drive and manage the New Product Implementation process for new product launches.
• Problem-solve client projects and respond to client complaints and information requests.
• Coordinate planning and execution of new product development and launches.
• Conduct phone contact and correspondence with clients regarding order processing and status.
• Analyze and manage sales forecasts, reporting monthly on account sales performance.
• Identify and drive new sales growth opportunities for existing accounts.

Requirements

• Bachelor's degree is preferred; Master's degree is a plus.
• 5+ years of experience in sales, account management, or client success management in a client-centric environment.
• Excellent written and verbal communication skills.
• Effective presentation skills and comfort speaking in front of groups.
• Ability to develop and sustain positive relationships with key client contacts.
• Critical thinking and analytical skills for project execution.
• Proficiency in MS Word, Excel, PowerPoint, Outlook, Project, Zoom, and Microsoft Teams.
• Strong organizational and time management skills; ability to manage multiple projects simultaneously.

Nice-to-haves

• Experience in the dietary supplements industry.
• Knowledge of industry trends, regulations, and client trends.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Mileage reimbursement
• Paid time off
• Tuition reimbursement
• Vision insurance