Client Success Manager

Описание вакансии

*About Misfits Market:*

Misfits Market is a mission-driven, high-growth startup dedicated to reducing food waste and making shopping for sustainable, high-quality groceries easier and more affordable. We deliver organic produce, high-quality meats and seafood, plant-based proteins, dairy, bakery, wine, and other grocery items to nearly every zip code in 48 states at up to 30 percent off traditional grocery store prices. In 2022, Misfits Market acquired sustainable e-grocer Imperfect Foods and now leverages its in-house transportation network to deliver directly to consumers with one of the most carbon-efficient grocery delivery models on the market. By tackling inefficiencies in the food system, our passionate and motivated team of problem solvers helps save an average of 500,000 pounds of food per week from waste or lesser outcomes, with an all-time savings of 190+ million pounds of food.

*As Misfits we support our customers and mission by embracing our core values of*

Prioritizing our Customers

Doing more with less

Thinking Differently

Respecting one another

Moving deliberately and quickly

Taking initiative and delivering

About the Role

We are seeking a commercially astute and operationally grounded Client Success Manager (CSM) to own the lifecycle of our most strategic 3PL partnerships. In this role, you are not just a point of contact; you are the Subject Matter Expert (SME) on your clients' operations and the primary architect of their success within our facility.

You will sit at the intersection of Commerce and Operations. While you own the contract, the revenue, and the relationship, you also provide the strategic direction to our Technical Program Managers (TPMs) and Continuous Improvement Engineers. You will define what needs to be done to meet client goals, while ensuring our operations team executes efficiently, compliantly, and profitably. You will also help the client prioritize according to execution, bandwidth of your own teams, and process capabilities.

Key Responsibilities

Client Relationship & Commercial Ownership

• Account Management: Serve as the primary owner of the client relationship, acting as the ultimate escalation point and strategic partner.
• Contract & P&L Management: Own the commercial health of the account. This includes strictly managing contract compliance, enforcing payment terms, and capturing 100% of Value Added Services (VAS) charges.
• Quoting & Estimation: Lead the scoping and quoting process for all new projects, ad-hoc requests, and seasonal surges. You will calculate labor, material, and storage costs to ensure target margins are met before work begins.
• Business Growth: Identify opportunities to upsell services to existing clients and support the onboarding of potential new clients by showcasing our operational capabilities.

Operational Strategy & Direction

• Strategic Directive: Translate client business goals into clear operational directives. You will provide the "North Star" for the Technical Program Managers (who execute the technical plan) and the Continuous Improvement Engineers (who optimize the flow).
• Performance Monitoring: Ensure the Operations teams are performing optimally against the client’s Service Level Agreements (SLAs).
• Weekly Business Reviews (WBR): Prepare and present comprehensive WBRs to both the client and internal leadership, analyzing KPIs such as fill rates, inventory accuracy, waste reduction, and yield.
• Ownership of the health of your account

Project Management & Launch Execution

• Project Pipeline: Manage the master list of active and upcoming projects (NPIs, seasonal kits, packaging changes). You prioritize the queue based on contract value and client urgency.
• Cold Chain & Compliance: Act as the guardian of the client’s product integrity. You must understand their specific Food Safety and Cold Chain requirements (e.g., dwell time limits, temperature excursions) and ensure the floor is directed to maintain these standards.

Qualifications

Education & Experience

• Bachelor’s Degree required. Preferred fields: Industrial Engineering, Supply Chain Management, Business Administration, or Food Science.
• 5–7 years of experience in a client-facing role within a technical environment (3PL, Contract Packaging, Manufacturing, or Supply Chain Consulting).
• Operational Background: Unlike traditional account managers, you must have "floor awareness." Experience in Food & Beverage Manufacturing or Cold Chain Logistics is non-negotiable.

Technical & Professional Skills

• Commercial Acumen: Demonstrated experience creating quotes, managing complex contracts, and understanding P&L statements (Profit & Loss).
• Leadership: Ability to provide clear, authoritative direction to cross-functional teams (Engineers, TPMs, Ops Managers) without direct HR reporting lines.
• Data Proficiency: Ability to synthesize complex operational data (from WMS or ERP systems) into clear, actionable executive summaries for clients.
• Data Analysis: Advanced Excel/Google Sheets skills (modeling, pivot tables) or SQL knowledge to analyze production data, inventory and labor costs.
• Experience with Lean Six Sigma and Manufacturing Practices
• Experience with Scrum and Agile Methodologies

Attributes

• The "General Manager" Mindset: You view your client account as your own business unit, taking full responsibility for its profitability and operational excellence.
• Negotiator: Capable of pushing back on unreasonable client requests or negotiating timelines when operational constraints require it.

Success Metrics

• Client Retention & NPS: Maintaining high satisfaction and trust.
• Revenue Capture: 100% capture of billable VAS and accurate project quoting.
• SLA Adherence: Ensuring the Ops team meets the metrics you promised the client.

Details of Position & Benefits:

• Salary range: $95,000 - $105,000
• Comprehensive medical, dental, and vision insurance
• 401(k)
• Annual Misfits grocery box credit of $1200 paid in weekly installments
• Life insurance
• Paid vacation time
• Paid holidays
• Paid sick days
• Commuter benefits

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