Client Services Manager

Who is USEFULL? We are a plastic-free, tech-enabled reusable container system, laser focused on eliminating the usage of single-use plastics. We are a relatively early-stage start-up and growing rapidly. The ideal candidate for this role is curious, detail-focused, and solution-oriented with strong problem solving skills. We are looking for someone who is willing to roll their sleeves up to get the job at hand completed while having fun doing it. This role provides a leadership opportunity to help scale USEFULL, both internally (growing the team) and externally (scaling implementations).

The Client Services Manager coordinates with our clients, customers and internal sales team and is responsible for the planning, staging, execution and successful implementation of our USEFULL reusable container system for our clients. This position manages cross-functional teams on the USEFULL side and the client side, and is responsible for delivering the implementations on time for our clients with amazing results. The Customer Engagement Manager also assures the adoption of our reuse system from the client level on down to assure customer satisfaction and ease of use on all levels. 

The ideal candidate for this position has experience in food and beverage, preferably at college campuses. This role is based in Boston, MA with optional remote work a few days a week and travel to client sites expected. This position will require:

Major Responsibilities:

• Prime contact between USEFULL sales, technical team, product management team, and the client once USEFULL has contracted with the client.
• Responsible for all aspects of project planning and launch coordination, including scope, training and timing thereof and post implementation support.
• Routine travel to client sites to provide training, assistance, guidance and recommendations to clients - as well as excitement and hype for customers during launch.
• Work directly with USEFULL Account Manager(s) (who are on the Sales Team) to ensure continued client success over the life of the contract and recontracting.
• Resolve complex client issues or customer disputes in a timely manner.
• Work closely with clients and internal teams to develop, execute and monitor implementation and deployment plans prior to launch and for the duration of contract, cultivating a deep, trusting and collaborative relationship with clients. 
• Conduct pre-kick-off and kick-off meetings with internal and external stakeholders to establish and communicate project plans, milestones, goals and associated processes - including technology, front of the house and back of the house procedures.
• Work directly with the client’s marketing teams to ensure the proper marketing to potential customers ahead of the launch, through the launch and ongoing support.
• Keep records and documentation of client interactions for training purposes.
• Review client data on a routine basis to ensure service levels are maintained.
• Coordinate with the USEFULL warehouse to provide inventory prior to launch as well as replacement inventory when necessary.
• Conduct routine meetings after launch with clients to ensure client success and program fidelity.
• Coordinate all onsite visits ahead of the launch and the launch week.
• Coordinate and provide training onsite to all relevant stakeholders.
• Establish and maintain communication between USEFULL and client IT.
• Troubleshoot, manage and mitigate any client facing issues, while providing clear and timely communication to clients.
• Communicate client needs and requests to the USEFULL sales team, technical team, and product development team.
• Concurrently work on multiple client projects.
• Work across multiple time zones.
• Work will require travel and working outside of normal business hours at times.
• Hybrid work environment - 2-3 days per week in our office located in Boston.

Qualifications:

USEFULL is focused on sustainability and love for the environment. Our motto is “Hot Girls Hate Plastic” and we are looking for a passionate individual who feels just as strongly in our mission as we do. We are currently focused on college campuses, so our ideal candidate will be high-energy, well-spoken and excited to travel while working with campus leadership and students. You must be very hands on and flexible as we are an early stage startup with a very small team. Is “hands on” and “flexible” code for “willing to do whatever it takes to make the client happy”? YOU BET IT IS. And we are proud of it.

In addition to the skills mentioned above, we are looking for:

• Excellent leadership and organizational abilities
• A history of successful client interactions and management
• Demonstrated project management skills
• In-depth experience with operational data analysis and reporting
• Superior knowledge of industry regulations and operational guidelines
• Working knowledge of customer relationship management (CRM) packages
• Excellent written and oral communication
• Proven knowledge of performance evaluation metrics in a business setting
• First-class people skills

Please address your cover letter to MJ Eldridge, Head of Operations & Product Management. Please send your cover letter and resume to careers@usefull.us.