Customer Success Manager

Who We Are

Everyone has their own journey. For Greg and Joanne Starkman, their path was illuminated by their love for family, health and beauty for people and the planet. When the seasoned beauty professionals were learning to navigate busy careers and raising a family with a special-needs daughter, the most memorable advice they received was, trust your inner sense.'

Fueled by passion, personal purpose and a call to service, the visionary couple founded Innersense Organic Beauty in 2005, bringing the highest quality organic ingredients and pure actives to professional hair care.

Innersense Organic Beauty is an award-winning global leader in hair care with a complete range of safe, sustainable, and cruelty-free products that deliver pure performance and salon-quality results. As a B-Corp certified company, Innersense is committed to a path of integrity, transparency and wellbeing for people and the planet.

Customer Success Manager

The Innersense Organic Beauty, Manager, Customer Success is the first point of contact with our customers and business partners, and ensures a seamless workflow within the organization. The successful applicant is professional, has a positive attitude, and will foster a culture of connection within the company. They will lead by example and be eager to step in to fill any outages that occur, while fostering a culture of unmatched service quality.

This position requires someone who is highly skilled, focused, and detail-oriented while approaching challenges with curiosity and determination. The ideal candidate is responsible for developing and managing administrative systems in a growing and fast-paced environment. This person has strong written and verbal communication skills, enjoys interacting with customers, and will tenaciously pursue amicable resolution of customer service opportunities.

The Innersense Organic Beauty customer success team is a tight knit of fast-moving quick thinkers who thrive on supporting the health and beauty needs of savvy organic beauty professionals and consumers. Innersense Organic Beauty inspires us all to fall in love with their hair again.

Responsibilities

• Use NetSuite to work in unison with Finance and Operations.
• Facilitate smooth and efficient office operations and business workflow.
• In alignment with the strategies and priorities of the business, provide active leadership and coaching for the Customer Success Team by consistently monitoring, assessing and communicating work performance, including successes and improvement opportunities.
• Escalation point person for issues and client relationship management.
• In coordination with sales and marketing strategies, manage the execution of outreach as part of sales and promotional cycles Follow up on sales cycles and promotion.
• Liaison between Sales, Education, Marketing and Finance and Operations
• Review WOS and OOS's at the customer level and recommend adjustments to optimal inventory levels based on statistical analysis and market trends.
• Track and analyze performance of promotional activities, providing key takeaways and recommendations based on promotional results.
• Work with Operations Manager to prioritize inventory, shipments and workflow.
• Collaborate with sales leadership to forecast wholesale projections
• Execute end of day procedures.
• Prepare weekly and monthly sales reports, by channel, using data from internal and external sources.
• Performs other related duties as assigned.

Team Responsibilities

• Be willing and able to backfill any function within the team to compensate for staff outages.
• Update NetSuite weekly and complete tasks by deadline.
• Input customer orders and process credit card payments in times of high volume.
• Provide coaching and feedback in the moment for the Customer Care Team to drive high touch service.
• Maintain a department library and SOPs in Google Drive.
• Identify gaps and areas for improvement, find solutions to increase productivity, campaign quality, decrease cost, and streamline timelines.
• Determine areas for personal professional development monthly.
• Embody corporate Mission, Vision & Values.
• Manage additional projects, duties and tasks as directed.
• Other duties as assigned.

Qualifications and Experience

• 5 years customer service or relative experience.
• Experience with Google G Suite (Gmail, Docs, Sheets and Slides), Microsoft Office (Word, Excel, PowerPoint), Dropbox, and NetSuite.
• Self-starter with can-do attitude - experience in a fast paced and founder led brand with the ability to analyze and improve upon existing systems as well as develop new systems and processes to support workflow, quality teamwork, and has the foresight to see the big picture.
• Has a basic understanding of foundational accounting principles.
• Must have excellent communication and organizational skills, attention to detail, and the ability to multi-task and manage a variety of projects simultaneously in a fast-paced environment.
• Able to handle customer care interactions calmly and efficiently and always prioritizes customer experience and service quality
• Embraces feedback, accepts constructive criticism with grace, and understands the importance of continually striving for improvement.

This is a regular, full-time in-office position located at our headquarters in Concord, California.

Target Salary Based on Experience

The standard range for this position is $85,000 to $95,000 plus bonus.

Compensation offered will be determined by factors such level, job-related knowledge, skills, experience, and competitive bonus achievement. Certain roles may be eligible for variable compensation and benefits.

Innersense Organic Beauty offers a generous benefits package that includes: Competitive Compensation, Medical, Dental, Vision, Parental Leave, Flexible Spending Accounts, 401k program with match, Paid Time Off (including holidays and Volunteer Days) for all eligible employees. Applicants must be at least 18 years old to apply.

Innersense Organic Beauty is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, race, and any other characteristic protected by State and Federal law.

We thank you for your interest in a career opportunity with Innersense Organic Beauty. Due to high volume, only those applicants selected for an interview will be contacted.

by Jobble