Founded in 2009 and headquartered in Downers Grove, IL we are a world-class contract manufacturer producing wholesome baked goods, snacks and packaged foods for many of the world’s leading food companies. As one of the largest and fastest growing food co-manufacturing companies in the US, we are the proud owner and operator of over 35 facilities globally. Our nearly 10,000 employee-strong organization is leading the way and setting new standards for quality, safety, flexibility and efficiency while feeding families around the globe.
Hearthside’s exceptional growth stems from its ability to address real-world problems for customers of all shapes and sizes, and by our resolute commitment to our belief that there are no great companies without great culture. Our culture of personal empowerment enables growth, learning, and continuous improvement every day!
We are steadfast in our ambition to be the indispensable and most trusted partner to our customers and need your help to do it! Join Hearthside and enjoy a competitive package, outstanding benefits and a diverse work environment.
JOB SUMMARY
The principal accountability of the Customer Success Manager is to support our customers as they transition from sales prospects to active customers. CSMs are focused on customer loyalty and building close, long-term client relationships, and often stay with the same customers as long as they continue to work with Hearthside.
KEY RESPONSIBILITIES

• Bridge the gap between sales and operations by communicating and monitoring status of customer responses (SMETA, audit follow ups, quality, food safety, plant trials, planned shutdowns, capital execution) and overall plant issues that require escalation
• Measure customer metrics/performance by running KPI meetings and owning customer scorecards
• Keep a “high-level view” of the entire support process to spot common themes to resolve
• Foster a customer-centric team environment by voicing customer concerns and tracking customer pain points and deliver optimization solutions for customer network
• Collaborate with peers in customer success, sales, operations, supply chain and throughout the business to ensure customer needs are heard loud and clear.
• Resolve customer issues and internal roadblocks by offering product solutions to pain points and finding opportunities to expand our business.
• Navigate internal stakeholders and SME’s
• Coordinate calendar for plant visits with customers

KEY COMPETENCIES & KNOWLEDGE
Skill in:

• Must have excellent oral and written communication skills.
• Strong self-confidence.
• Strong will to drive and influence change.
• Must be accurate, detail-oriented and maintain the utmost confidentiality.
• Strong presentation skills
• Strong customer service & cross functional collaboration skills
• Proactive approach to problem solving
• Independent self-leader with a keen sense of prioritization

Ability to:

• Ability to calculate figures.
• Ability to define problems, collect data, establish facts, spot trends and draw valid conclusions.
• Ability to write routine reports and correspondence.
• Ability to work well with others in stressful situations and meet deadlines as necessary.
• Ability to handle multiple priorities and tasks.
• Ability to work in a fast-paced environment, while at the same time making sound decisions.
• Ability to indirectly influence and lead

EDUCATION & EXPERIENCE

• Bachelor’s degree
• 5-7 years’ experience in supply chain or technical sales or project management (PMO)
• Full understanding of manufacturing process, preferable in Food
• Experience in designing and executing processes
• Proficiency in MS Office Suite, including PowerPoint

Hearthside is an Equal Opportunity Employer.