Customer Success Manager

Company Overview:

At Cohere Beauty, we’re a leading name in the beauty industry, committed to delivering high-quality products and exceptional customer service. Our dedication to innovation and creativity propels us to constantly seek new opportunities to enhance our product offerings and exceed customer expectations.

Position Overview:

The Cohere Beauty Customer Service Manager plays a pivotal role in managing and expanding our customer base while ensuring the satisfaction of existing customers. This position serves as the primary advocate for our customers, building and maintaining strong relationships while ensuring their needs are met. To satisfy this role's requirements, a strategic thinker with strong business acumen, exceptional communication skills, and a passion for delivering exceptional customer experiences is key.

Job Title: Customer Success Manager

Location: Phoenix, AZ

Responsibilities

·       Identify and pursue business opportunities to grow our existing customer base.

·       Lead and manage the internal account management process, providing direction and support.

·       Serve as the primary point of contact for cross-functional team leads, fostering effective communication and

collaboration in support of our customers.

·       Maintain relationships with customers by providing support, information, and guidance, while researching and

recommending new opportunities.

·       Understand customers’ goals, challenges, and needs, and proactively identify opportunities to enhance their

experience and drive success.

·       Collaborate with cross-functional teams to address customer needs and deliver solutions that align with their

objectives.

·       Onboard new customers, providing guidance and support through the implementation process.

·       Lead discussions with customers in relation to their forecast, changes, and newness, and update our internal

files.

·       Monitor customer satisfaction levels and proactively address any issues to maintain high levels of retention and

loyalty.

·       Analyze customer usage data and metrics to identify trends and opportunities for optimization.

·       Prepare reports and presentations on customer success metrics, trends, and insights.

·       Stay updated on industry trends, best practices, and competitive landscape to better understand customers'

needs.

·       Perform other duties as assigned.

Minimum Education & Experience

·       Bachelor’s degree or comparable experience.

Knowledge, Skills & Abilities

• Proven track record of acquiring new customers and expanding product footprint in existing customer base.
• Strong interpersonal skills and ability to build rapport and trust with customers.
• Excellent communication skills, both verbal and written.
• Demonstrated ability to collaborate effectively with cross-functional teams.
• Empathetic and customer-centric mindset,
• Strong problem-solving skills and the ability to think critically and strategically.
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to multitask, prioritize, and manage time effectively.
• High level of adaptability and resilience
• Ability to maintain regular and predictable attendance.

Travel & Working Conditions

• Primarily Office environment – climate controlled.
• Hybrid work arrangements may be considered.
• Travel requirements up to 20 %.

About Cohere Beauty:

Cohere Beauty is a full-service and contract manufacturing provider for the beauty and personal care space. With manufacturing facilities in California, Arizona, Nebraska and New Jersey. Cohere Beauty's products are on shelves in over 67 Countries, operates in over 800,000 square feet of space, and has flexible batch and filling lines capable of filling liquids, powders, perfumes, and deodorant sticks from two ounces to truckload quantities. Cohere Beauty has multi-category research and development, regulatory and quality expertise to safely