Client Success Manager II

JOB SUMMARY

The Client Success Manager II (CSM II) is responsible for providing the highest level of quality service, and ensuring for excellent internal and external communication to support our Client’s day to day requirements and specifications. The CSM II seeks to understand the client needs and suggests the appropriate solutions, products, and services to best meet those needs in collaboration with Sales. The CSM II is responsible for successful execution of client projects and serves as the direct daily liaison between the client and internal stakeholders. The CSM II responsibilities also include processing orders; inventory management; coordinating with Other CSMs, production, scheduling and logistics teams; and invoicing. This position requires direct interface with internal stakeholders in a variety of departments, collaborating to ensure for a timely, accurate, and excellent client delivery experience. A high level of responsiveness, attention to detail, and service is required for all duties.

DUTIES AND RESPONSIBILITIES

• Act as the lead point of daily contact for any and all matters specific to assigned client accounts.
• Serve as a subject matter expert as it relates to a key client segment in G+D’s Client portfolio and assist in shaping the client experience for this segment
• Act as a liaison between assigned Clients and G+D team to provide first level Client support, coordinating both internally and externally as required
• Anticipate Client needs based on market changes and payment association guidelines and plan to harmonize changes across impacted clients proactively and accordingly
• Manage communication with the Client and track work in progress (WIP) items on a G+D Client dashboard; lead standing client calls to review and update all WIP items
• Agregate, monitor, analyze, and report performance metric results
• Support new Client onboarding activities, in collaboration with Sales and other stakeholders
• Facilitate and lead card and project design, technical, and implementation meetings, collaborating with SMEs, as required
• Coverage of client Business Reviews, as required, presenting details that illustrate account health and activity
• Review forecasted volumes with actual orders and manage updates with Clients, Sales, Demand Analysts, and Operations
• Use the ERP system and other G+D tools to independently execute tasks and support communication and information gathering
• Work with G+D Systems (such as JIRA and SAP) to advise on Change Requests as they relate to Client requests or G+D-driven changes affecting the Client; ensure for accuracy and completeness and consult where necessary
• Establish IT development/project workback schedules through direct communication with the Production IT, Operations and Billing teams
• Coverage of Client on-site visits for press validations, audits, and/or tours ensuring all relevant departments are aware and can support the Client expectations
• Manage the processing of Client sales orders to include order confirmation and compliance verification for feasibility, product/material availability, schedules, and other relevant areas
• Establish production and delivery schedules through direct communication with the Planning and Scheduling group, or other G+D manufacturing facilities as needed
• Support issuance requirements for client portfolios and assist clients to manage forecast and inventory to ensure no interruption to issuance
• Support clients with inventory management by providing weekly or monthly inventory reports/order status reports, as required
• Coverage of Client on-site visits for press validations, audits, and/or tours ensuring all relevant departments are aware and can support the Client expectations
• Coordinate Client on-site visits for press validations, audits, and/or tours ensuring all relevant departments are aware and can support the Client expectations
• Support Finance Department for preparation of month end invoicing and in validating correct pricing
• Manage the end-to-end process of collateral procurement on behalf of clients (from PO Requisition, to proofing, to invoicing)
• Verify pricing on Client PO’s vs. quotations and/or Clients contracts
• Coverage of Client on-site visits for press validations, audits, and/or tours ensuring all relevant departments are aware and can support the Client expectations
• Coordinate with internal Shipping department to ensure for accurate and on-time delivery
• Serve as first line of Client support for incident reporting and incident management, following up and supporting, as required, to see the issue through prompt resolution
• Work closely with the Quality team to assist with Client incident investigations, collaborate on root cause and corrective actions
• Identifies upsell and cross-selling of G+D products and services and refers opportunities to Sales.

QUALIFICATIONS & SKILLS

• Demonstrated advanced and independent working knowledge and understanding of all end-to-end processes across varying client types
• Demonstrated advanced and independent working knowledge of both card body manufacturing and service bureau/fulfillment (as demonstrated by action and/or via certification)
• Demonstrated ability to serve as a thought leader, influencer and successful people manager as it relates to driving best practices and action on behalf of clients
• Demonstrated successful relationship management and ownership of complex, top-tier clients