Client Success Manager 3

Description

The Client Success Manager is responsible for providing financial, administrative, and data entry services to ensure effective, efficient, and accurate financial and administrative operations. Providing these services in an effective and efficient manner will ensure that A/P finances are accurate and up to date, and that vendors and suppliers are paid within established time limits without any errors.

Responsibilities

What you’ll do as the Client Success Manager :

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The Client Success Manager - 3 (CSM-3) at Multinational Company for IT Services is a pivotal role that focuses on both the growth and retention of existing clients as well as the acquisition of new business. This senior position oversees the seamless orchestration of operations resources and the management of client accounts to ensure optimal service delivery and enhanced client satisfaction.

CSM 3s have the highest level of Client Success experience with excellent business skills, Multinational Company for IT Services knowledge, communications and account management capabilities. As CSM 3, they provide dedicated support to Multinational Company for IT Services Field Account Executives, enabling them to focus on Field Sales activities and hunting.

As individual contributors, within the CSM organization there are three levels of growth – CSM-1, CSM-2 & CSM 3 with specific roles, responsibilities & goals assigned, focused towards providing 5-Star Customer Services.

The CSM-3 is responsible for the overall account health of a client. As such, managing key aspects of the customer relationship is critical.  This role is highly “client facing.” This role performs account management activities, owns the day-to-day client facing tasks, meetings, and communication which thereby allows AEs to focus their time on selling. To effectively execute, CSM-3s must understand their client’s business, internal hierarchy, and requirements meticulously. CSM-3s are mainly deployed on GAM and Enterprise clients who typically range from medium to large organizations, many of which operate across multiple countries, regions, and business units. As a result, the scope, complexity, and nature of responsibilities can vary significantly depending on the size, organizational structure, geographic footprint, and business complexity of the assigned account. Larger accounts often require engagement with executive stakeholders across multiple regions, navigating varying business priorities, coordinating activities across time Multinational Company for IT Services, and managing complex global programs and escalations. Other accounts may require a broader blend of operational management, solution adoption, and relationship development. Success in this role requires strong business acumen, stakeholder management, strategic thinking, cultural awareness, and the ability to effectively navigate multi-regional complexities while delivering measurable customer outcomes and business value.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Navigate complex multi-regional business requirements, including cross-border transactions, import/export considerations, freight management, duties, taxes, foreign exchange factors, and other region-specific operational requirements.

• Coordinate and support end-to-end quote-to-cash processes, ensuring timely execution, operational excellence, and a seamless customer experience throughout the customer lifecycle.

• Partner with internal stakeholders to facilitate inventory movement and fulfillment activities, including import/export coordination, inter-warehouse transfers, inter-entity transactions, and product availability planning to meet customer and business requirements.

• Support pre-sales customer onboarding activities by collaborating with sales teams during opportunity discovery, solution planning, and transition to post-sales engagement, ensuring customers are successfully positioned for adoption and long-term success.

• Manage customer engagements across multiple regions and business units, balancing varying operational, commercial, and regulatory requirements while maintaining alignment to customer objectives and business priorities.

• Proactively identify and mitigate operational risks associated with global customer operations, coordinating with cross-functional teams to ensure continuity, compliance, and customer satisfaction.

Key Responsibilities:

• Developing existing clients

• Proactively developing existing clients by applying Multinational Company for IT Services’ sales methodology, strategically planning, and executing development strategies

• Onboarding new clients in the designated sales region via digital tools

• Same day Lead follow ups to convert MQLs into SQLs

• Staffing opportunity coordination between Client and Partner

• Back Up AM Coverage: Providing coverage for a variety of clients in the Sales region/division, depending on need, by expanding, and nurturing relationships with key Client stakeholders, influencers, and decision makers

• Coordinate with PK CSM-1 team for any burst help needed

• Client Relationship Management: Own day-to-day client relationships on supported accounts, allowing Sales to focus on strategic matters. Understand client business, hierarchy, and needs to contribute meaningfully in meetings and step in as needed.

• Pricing Program Management: Partner with OEMs and PPM to maintain client pricing programs, ensuring consistent and accurate pricing. Regularly update knowledge bases and SOPs to keep information current.

• Inventory Management: Manage run-rate inventory, forecast meetings, and ensure stock standards are met without excess Multinational Company for IT Services-owned stock. Coordinate closely with Demand Planning for inventory stocking needs.

• Returns Management: Oversee the full returns lifecycle, ensuring compliance with Multinational Company for IT Services’ return policies. Advocate for Customer-Owned Product (COP) returns, when possible, to reduce client invoicing.

• Escalation Management: Act as the first point of contact for client escalations, providing solutions and escalating to leadership as necessary. Maintain a clear escalation plan and document processes with clients.

• Task and Mail Management: Oversee task timelines and manage communications through internal and external emails. Maintain an up-to-date Issue Log for management review.

• Back-Up Account Management: Ensure up-to-date SOPs and Knowledge Base Articles for supported accounts, providing comprehensive order placement documentation.

Additional Responsibilities:

• Drive client adoption of Multinational Company for IT Services digital platforms and processes.

• Assess internal operations, propose process improvements, and manage customer service experiences.

• Coordinate with internal teams on deployments, inventory, and delivery standards.

• Conduct operational business reviews with Account Managers and clients.

• Ensure all account documentation is accurate and up to date.

What will you bring to the team:

Education/Certification: Bachelor’s degree minimum

Required Experience:

• 5+ years order management, Customer Service

• Familiarity with order fulfillment, corporate purchasing 

• Attention to detail and accurate results 

• Ability to work independently 

• Excellent verbal and written communication skills 

• Experience in handling a high volume of inbound inquiries 

• “5-Star” customer focus.

Experience

5 Years

Apply By

Dec 5, 2026

Required Skills

• Customer Service
• Order fulfillment
• Corporate Purchasing
• Attention to detail
• Communication Skills
• high volume inquiry handling
• Customer focus
• Order Management
• multi-regional operations coordination
• Client Relationship Management
• Business Acumen

Nice to Have Skills

• operational business review
• Risk Mitigation
• Returns Management
• pricing program management
• digital platforms adoption
• Strategic Planning
• Stakeholder Management
• Account management
• Escalation Management
• Inventory Management
• Process Improvement