Director of Customer Success

Description

Truvant is a rapidly growing, best-in-class, highly customer centric, contract manufacturing and contract packaging service provider for the worlds leading Food & Beverage and Consumer Packaged Goods brands with operations in North America and Europe.

Position Objective:

The Director of Customer Success is responsible for managing multiple existing customer accounts as well as leading the development of potential new contract manufacturing and packaging opportunities with key customers and prospects across North America. The position will lead internal and external activities and drive business development strategies that lead to the acquisition of new customers and increase customer retention and growth with existing customers in the CPG, Food & Beverage and Healthcare sectors. The Director will coordinate and align with global counterparts to develop and manage key relationship plans for large global customers across North America and Europe. This role will report to Truvants Chief Customer Officer and will interface regularly with the Executive Team and the CEO.

Essential Duties and Responsibilities

• Achieve/exceed annual growth objectives and performance goals, pricing target goals and forecast accuracy targets.
• Research, conduct analysis, and report on potential new customer opportunities or business development opportunities in contract manufacturing and packaging.
• Develop and achieve annual account objectives and deliverables that contribute to individual targets and organizational growth objectives for North America.
• Monitor the external contract manufacturing and packaging industry and keep up with changes, risks, and opportunities in the marketplace.
• Proactively drive new business development activity including consultative solution development, RFP response, pricing development and win plans to secure customers business.
• Manage preparation and execution of customer relationship development plans.
• Facilitate and attend plant tours, conferences and industry events.
• Secure data from internal stakeholders for the development of customer proposals.
• Support account retention objectives.
• Lead the customer engagement process.
• Contribute to and coordinate startup of new projects with internal departments.
• Facilitate all communication with key stakeholders during startup of new projects/programs.
• Prepare and communicate timelines appropriately and areas of accountability.
• Identify potential startup issues, develop resolution, and manage communicating that resolution internally and externally.
• Manage reporting responsibilities in CRM tool.
• Develop and distribute internal customer activity and opportunity reports.
• Optimize use of customer reporting tools and proprietary systems.
• Engage in strategic and tactical planning to drive achievement and customer sales.
• Identify opportunities for improvements in operational efficiencies, service levels, and operational points of difference both internally and with the customer.
• Manage escalation of service level concerns.
• Facilitate questions/resolution, audits, and other sales related quality requests.

Requirements

Requirements:

• 5+ years of Contract Manufacturing and/or Contract Packaging
• 5+ years of CPG/FMCG, Food & Beverage or Healthcare manufacturing or packaging
• Extensive customer facing and solution development experience
• Deep understanding of manufacturing, packaging and/or supply chain operations
• Strong track record of delivering results via new business wins or account growth
• Experience with large scale, complex selling to Fortune 500 customers - $10M+ deals
• Deep understanding of financial components to deal development
• Deep experience with either shared, dedicated or in-plant/in-DC contract packaging
• Must be able to work independently however be an outstanding team player
• 50% travel – primarily domestic and occasionally internationally
• Ability to distill customer needs to the organization and maintain a strong customer focus
• Ability to navigate complex customer organizational structures and build strong relationships
• Supply chain management or operations experience a plus
• Strong executive presence

Education:

Minimum Required: Bachelor's Degree or other related field or equivalent experience

Preferred: Master's Degree in Management/Marketing/Finance or other related field or equivalent experience