Senior Customer Success Manager
Twilio
ETLRealm
Customer Success Professional
Sartorius
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Be the point of contact for the strategic and global key account sales teams to facilitate communication between internal functions (including customer service, Operations and Finance) to enable desired customer outcomes.
- Collaborate with stakeholders to develop project plans, outlining objectives, timelines, and deliverables
- Coordinate and track project tasks, milestones, and dependencies, providing regular updates to stakeholders
- Act as Lead for customer related topics for the supply of our products, collaborating with local involved stakeholders to mitigate risks, fix issues, and provide feedback to the global function at the account
- Monitoring of global and customer KPI’s (i.e., OTIF, journey mapping, CX and scorecards)
- Participation in regular supply or business reviews with Sales and the Customer to present activities in scope
- Participation in the update of the MSA (or equivalent) on the clauses relating to logistics and supply
- Collecting and analyzing customer forecasts that enable pro-active measures internally to secure the appropriate supply of our products to the customer
- Understand the key drivers for making our products and solutions available on time to the Customers based on a collaborative approach with them
- Work with internal functions to agree on service level agreements to convert them into tangible solutions.
- Working with customers to limit the impact of lead time changes, understanding customer trends, and working with supply chain to find solutions
- Identify and assess project risks, collaborate on mitigation strategies, and contribute to proactive risk management
Requirements
- Bachelor’s degree in business (or related field or equivalent professional background typically evidenced by 5 years of relevant experience)
- 5+ years of experience in a customer-facing position – ideally coupled with a good knowledge in Supply Chain
- A minimum of 1 year of Project Management experience (encompassing developing project plans, outlining objectives, timelines, deliverables, milestones, tracking and stakeholder updates)
- 2+ years of experience with analyzing and consolidating large amounts of complex data in an accurate and concise manner
- 2+ years of experience with monitoring global and customer KPI’s (i.e., OTIF, journey mapping, CX and scorecards)
- Working knowledge of S4/HANA SAP (Order Management & Supply) for extrapolating information relating to customer orders
- Experience with compiling and analyzing forecasts and collaborating with internal stakeholders to meet customer needs
- Strong negotiation skills to enable successful outcomes with customers, vendors, and internal stakeholders
- Excels at communication and engagement, able to understand and articulate stakeholder requirements and acts with integrity
- Progressive attitude towards change and a passion for continuous improvement
- Able to thrive in a fast paced and challenging environment with changing priorities
- Demonstrated track record for troubleshooting and resolving customer issues
- Identification with our core values: Sustainability, Openness, Enjoyment
Benefits
- Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings
- Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
- Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform
- Welcoming Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
- Health & Well Being: Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs.
- Intelligent Working Environment: Working in smart buildings with the latest technology and equipment.
- Retirement Savings Plan: 401 k (with generous company match)
- Flexible Spending: HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account
- Company Paid Benefits: Basic Life Insurance, AD&D, EAP, Family Planning & Women’s Health, Health Advocate
- Additional/Optional: Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Project ManagementData AnalysisKPI MonitoringForecastingRisk ManagementSupply Chain ManagementOrder ManagementStakeholder EngagementCustomer ServiceLogistics
Soft skills
NegotiationCommunicationCollaborationProblem SolvingAdaptabilityIntegrityContinuous ImprovementCustomer FocusEngagementChange Management
Certifications
Bachelor's Degree in BusinessProject Management Certification
