[Remote] Customer Success Manager: Remote Position

Note: The job is a remote job and is open to candidates in USA. RL Labs, Inc. is a market leader in helping small to medium-sized food manufacturers conduct laboratory testing. They are seeking a Customer Success Manager to manage post-purchase communication with customers and oversee laboratory testing projects to ensure customer success. Responsibilities • Support the Sales Director with phone and email follow up as needed – primary contact is made by sales team but the CSM would be a back up in the event of vacation or sick day. • Documenting project progress, leaving notes and tasks in our CRM (customer relationship manager) tool called HubSpot (training provided) to ensure proper follow up and communication within our company • Follow up on invoices that are generated through QuickBooks (training available) • Overseeing laboratory testing projects start to finish. (submission forms and instructions through final report delivery) • Reach out to Director of Operations for NFP/Recipe Template support and AAFCO work when necessary. Lab submission forms • Recipe templates & NFP Production Management (supported by Director of Operations) • GA w AL projects with final QC to be done by Director of Operations • Manage Support Inbox for customer questions • Client Questions, Report Questions, etc. • Final Reports for all lab services as they arrive • Update Monday.com on all lab projects and keep projects on track with delivery dates. • Communicate Sample arrival and project due date when applicable • When directed, support the sales team by contacting sales leads in Hubspot and provide an initial contact • Collaborate on managing additional leads working closely with sales Skills • Hard-working with a very high sense of urgency • Excellent customer service skills • Great teamwork skills • Very organized and able to multitask effectively • Competent experience with HubSpot or similar CRM • Competent experience with QuickBooks or similar • Very knowledgeable about all MS Office software including Outlook, Excel, Word • File management skills • A very pleasant demeanor on the phone and interacting with customers • Very well organized and an excellent communicator • Positive attitude and good teamwork skills • Consultative Sales Experience • General curiosity and ability to find the WHY’s related to client inquiries, process/regulations and lab results • Working knowledge of USDA/FDA/AAFCO labeling • Food Science background/experience Benefits • 2 weeks vacation plus generous company holiday paid time off Company Overview • RL Food Testing Laboratory is the industry leading developer of FDA Compliant Food Labels as well as providing laboratory analysis and testing of human and pet food products in a fast, accurate and economical manner. It was founded in 2005, and is headquartered in Newbury Park, California, USA, with a workforce of 11-50 employees. Its website is https://rlfoodtestinglaboratory.com/. Apply Now Apply Now