Customer Success Manager - New Product at Ebco Inc

Knoxville, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jul, 26

Salary

0.0

Posted On

07 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Project Management, B2B Customer Service, Data Analysis, Supply Chain Management, Order Management, Team Leadership, Communication, CRM, Microsoft Excel, Microsoft Word, Problem Solving, Multi-tasking, Product Launch Coordination

Industry

Design

Description

Description Job Overview The 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 Responsibilities Supervise day-to-day operations of the Product Launch Department Establish, implement, and continuously improve customer service procedures and standards related to new product launches Serve as the primary escalation for customer sample issues, ensuring timely resolution and clear communication Report weekly/monthly on department metrics Develop and mentor team by aligning individual, team, and company goals Product Launch Responsibilities Support new product kick-off activities, including customer order entry, sample timeline management, and cross-team prioritization coordination Provide proactive and accurate order status to internal stakeholders and external customers throughout the launch process Partner with quality and new product engineers to ensure successful product launch Identify, troubleshoot, and resolve issues related to new product launches for customers Coordinate with production team to prepare smooth transition from sample to production Oversee the quote release to customer processes, ensuring accurate and timely quote submission Other duties as assigned Requirements Bachelor’s Degree required 5 years of relevant work experience, preferably with a focus on B2B customer service Capable of forming and maintaining relationships with customers Team player with the ability to work independently with minimal supervision in a fast-paced environment Understanding project management techniques and mastering multi-tasking skills Detail oriented. Ability to collect and organize large amounts of data Demonstrates strong oral and written communication skills Ability to manage the trade-offs required to satisfy customer and business needs Proficiency in Microsoft Word, Excel, CRM and ability to work with various database systems Strong understanding of Global Supply Chain, including ocean and air shipments

Responsibilities

The Customer Success Manager oversees new product launches by coordinating between customers, production, and engineering teams. They are responsible for managing customer relationships, resolving sample-related issues, and supervising the product launch department's daily operations.