Customer Success Manager

Key Responsibilities

• Closely coordinate with internal teams and customer contacts to maintain accurate, up-to-date delivery schedules, targeting 100% on-time delivery.
• Lead weekly touchpoints with site general contractors, customer sourcing teams, and internal demand planning to ensure alignment.
• Achieve 100% annual ship forecast accuracy by managing customer pull-in/push-out requests and collaborating with internal planning teams.
• Ensure all customer orders are entered into the system and confirmed within 24 hours of receipt.
• Gather and evaluate supply performance feedback from both the customer and internal site teams.
• Develop and implement improvement plans to ensure consistently positive performance ratings, including “pass” results on all supplier performance assessments.
• Partner with internal logistics and field support teams to coordinate delivery, commissioning, and hand-off activities, ensuring 100% on-time commissioning and customer readiness.
• Prepare and deliver weekly account supply updates, including demand schedule changes, new order activity, and field delivery status.
• Play a key role in quarterly business reviews with the customer, including presentation development, in-person delivery, and supporting the account coordinator with preparation and insights.

Position Qualifications

• Bachelor’s degree in business or related field of study.
• Experience in customer success, project management, supply chain, order management, or a related operational role.
• Strong communication and relationship-building skills with both internal and external stakeholders.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Analytical mindset with the ability to interpret data and identify trends or risks.
• Proficiency with order management systems, reporting tools, and standard business software.