Position Summary: 

The Customer Success Manager is responsible for coordinating the day-to-day order and customer service needs of Vertical Harvest Maine in order to increase customer retention, increase customer satisfaction, and help the company uphold its goal of a “second to none customer experience”.

Essential Responsibilities:

Order Management

1. Receive and enter orders into the Company’s business management software system(s) 
2. Generate invoices 
3. Manage the order process in coordination with the production and fulfillment departments to ensure timely delivery and customer satisfaction
4. Act as a liaison between the production department, fulfillment department, and the sales department

Customer Service Management

1. Answer all incoming customer and consumer phone calls and emails and provide appropriate follow-up communication 
2. Identify customer type, collect all necessary information, provide requested information in a professional and timely fashion, reroute requests to the appropriate person(s) and follow up to confirm proper request handling

Sales Management Support

1. Assist the Director of Sales & Marketing with sales management activities 
2. Proactively reach out to customers to generate new leads, sales and additional orders
3. Ensure Vertical Harvest Maine products are properly set up in customer systems/portals
4. Fulfillment Management & Support
5. Miscellaneous administrative support as needed

Requirements:

REQUIRED EDUCATION, EXPERIENCE, AND SKILLS: 

1. Bachelor's Degree
2. 3+ years of professional experience in client or vendor facing roles with a focus in relationship management 
3. Experience analyzing data and best practices to assess performance drivers
4. Data analysis experience including manipulating large datasets from complex systems and interpreting results
5. Experience developing and implementing strategies
6. Experience influencing stakeholders
7. Proficient in Excel
8. Time management, prioritization, and problem-solving skills
9. Strong written and verbal communication skills
10. Experience rapidly adapting to change and dealing with ambiguity

PREFERRED EXPERIENCE, AND SKILLS: 

1. Customer-Centered Mindset
2. Decisive and action-orientation
3. Strategic systems thinker
4. Experience with analytical & productivity tools including or similar to: Tableau, Salesforce, Microsoft OneNote, SharePoint, and Oracle Business Intelligence
5. Results driven, energetic, confident personality
6. Excellent communication & collaboration  skills
7. Able to work independently and as part of a team
8. Excellent record keeping / documentation / organizational skills
9. Able to manage, prioritize, and complete multiple projects simultaneously
10. Extremely observant, detail-oriented, and data obsessed
11. Comfortable in fast paced environment, flexible when demands change
12. Aware and inclusive of others
13. Embodies Vertical Harvest values of dynamic growth, inclusivity, ingenuity, transparency, empowerment, compassion
14. Reasonable accommodations may be made to empower individuals with disabilities to perform essential functions