Customer Experience Manager

ABOUT THE ROLE

The Customer Experience Manager at Adept Life Sciences owns the end-to-end customer experience for our contract manufacturing clients and sets the standard for the highest level of customer support in the industry. Acting as the customer’s primary advocate inside the company, this dynamic, dedicated, and hard-working leader drives results across sales, R&D, production planning, quality, and logistics so that every commitment we make is a commitment we keep.

They manage the full order lifecycle — onboarding, quoting, R&D, production, proactive status updates, and on-time delivery — ensuring each order meets the highest expectations for quality, responsiveness, and reliability.

Above all, the Customer Experience Manager treats responsiveness as non-negotiable: anticipating needs, communicating early and often, and resolving issues with genuine urgency. They build deep, loyal client relationships and an unwavering bond of trust, and they relentlessly raise the bar on service levels, retention, and account growth.

We’re looking for someone who is energized by going the extra mile, takes personal ownership of every client’s success, and brings the drive, dedication, and work ethic to make Adept the easiest — and most trusted — partner our customers have.

The Customer Experience Manager will plan, direct, and coordinate customer-facing activities across the order lifecycle to deliver an exceptional client experience, meet commitments, and support the company’s growth in contract manufacturing of dietary supplements and nutraceutical products.

• Serve as the primary point of contact and trusted advisor for assigned contract manufacturing accounts, building long-term relationships that drive retention and growth.
• Act as the voice of the customer internally, ensuring client priorities are understood and represented across sales, production, quality, and supply chain teams.
• Conduct regular account reviews, gather feedback, and proactively identify opportunities to improve service, expand programs, and increase customer lifetime value.
• Develop a deep understanding of each customer’s product lines, brand requirements, and business goals to anticipate needs and tailor service accordingly.

• Manage the full order lifecycle, from initial inquiry, quoting, and onboarding through production scheduling, fulfillment, and post-delivery follow-up.
• Coordinate with sales and production planning to confirm timelines, capacity, and material availability, setting realistic and clearly communicated expectations with customers.
• Track open orders, monitor progress against committed dates, and proactively communicate status updates, changes, and potential delays to customers.
• Partner with purchasing and supply chain to align raw material and component readiness with customer production schedules.
• Maintain accurate customer records, order documentation, and account details within CRM and ERP systems.

• Own the intake, triage, and resolution of customer concerns, complaints, and special requests, driving timely closure with clear ownership and follow-through.
• Partner with the Quality team on customer complaint handling, deviations, and corrective actions, ensuring responses are accurate, compliant, and customer-appropriate.
• Coordinate the flow of customer-facing documentation, including specifications, Certificates of Analysis (COAs), and labeling approvals, in collaboration with Quality and Regulatory.
• Escalate risks to delivery, quality, or satisfaction promptly, and lead cross-functional problem-solving to protect the customer relationship.

• Lead onboarding for new customers and new product programs, guiding clients through the requirements, timelines, and handoffs of contract manufacturing.
• Prepare and deliver clear, professional communications, including order confirmations, status reports, and meeting summaries.
• Maintain service‑level standards for response time, follow‑up, and proactive outreach across all assigned accounts.
• Document…