Customer Success Manager 2

Description

For all supported accounts, Client Success places themselves on the front lines with customers and functions in the following areas mainly to manage customer expectations, Multinational leading software house resource coordination, order management, inventory/logistics management, relationship development, addressing day to day challenges, manages product delivery expectations, returns management, responding to RFQs, Bid & solution creation with competitive pricing by engaging subject matter experts, customized reporting, pricing program maintenance, case management and account mailbox management.

Responsibilities

What you’ll do as the Customer Success Manager 2:

• Employees employed in the role of Client Success Manager 2 shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making. As a Client Success Manager 2 (CSM 2), you will be responsible for supporting customer success, solution adoption, and business value realization across a diverse portfolio of accounts, including GAM, Enterprise, Healthcare, Public Sector, and Mid-Market customers. You will build trusted relationships with customer stakeholders, collaborate with cross-functional teams, proactively address customer needs, and help drive successful business outcomes throughout the customer lifecycle.

• The scope, complexity, and nature of responsibilities will vary based on the size, industry, organizational structure, and geographic footprint of the assigned accounts. Clients may range from mid-sized organizations to large multinational enterprises operating across multiple regions and countries. Depending on the account, you may be required to manage diverse stakeholder groups, navigate industry-specific requirements, and support customers across multiple time Multinational leading software house, and coordinate activities among various business units and regions. Healthcare and Public Sector customers may introduce additional operational, compliance, and regulatory considerations, while GAM and Enterprise accounts may involve more complex organizational structures and global business operations. Success in this role requires strong stakeholder management, customer advocacy, problem-solving skills, business acumen, and the ability to adapt to varying levels of account complexity while consistently delivering positive customer outcomes and value realization.

• 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.

• Own and manage the customer service experience. Act as the primary point of contact for customer escalations.

• Own overall operational account(s) health

• Internal reporting to ensure key SLA and metrics are being met.

• Conduct operationally focused business reviews routinely with Account manager and Client.

• Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards

• Listen to customer pain points and coordinate the appropriate resources to alleviate.

• Manage issue resolution and risk mitigation.

• Provide quick resolutions to client concerns.

• Coordinate with internal operational teams to minimize risks.

• Performance Management

• Measure the success of each client-facing process.

• Ensure support consistency across assigned accounts.

• Measure performance against SLAs

• Measure the success of each client-facing process.

• Own and manage the client operational relationship.

• Consistent engagement with key operational contacts at the client

• Understanding of client’s needs and multinational leading software house operational offerings

• Provide oversight into all KPIs being tracked for the client and then coordinating operational resources to ensure they are being met.

• Ensuring that any client-related issues are properly addressed to the satisfaction of the client.

• Own overall operational account health

• Partner with the regional resource coordinator to monitor client-contracted SLAs.

• Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met.

• Ensure account documentation is up to date and accurate.

• Utilize CAM Dashboard daily as well as other reporting elements to ensure key metrics are being met.

• Identify opportunities for account development.

• Constantly assess internal operations; identify and assign action with timelines around multinational leading software house process improvements.

• Drive account entanglement through the expansion of operational offerings

• Manage issue resolution and risk mitigation.

• Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identify individuals in various departments.

• Present action plan for issue resolution to account manager with scheduled follow-ups until resolution is achieved.

• Coordinate with the account manager, client, and key multinational leading software house internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.

• What you will bring to the team:

• 3 years of customer service and/or account management experience

• Familiarity with order fulfillment, corporate purchasing

• Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion.

• Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines.

• Excellent verbal and written communication skills

• Experience presenting to top-tier clients.

• Ability to work with little or no supervision.

   

Experience

3 Years

Apply By

Dec 5, 2026

Required Skills

• Account management
• Problem Solving
• Business Acumen
• Stakeholder Management
• Independent Work
• Presentation Skills
• Written Communication
• Verbal Communication
• Fast-paced Environment
• Issue resolution
• Communication
• Corporate Purchasing
• Order fulfillment
• Customer Service

Nice to Have Skills

• Relationship Development
• Risk Mitigation
• Cross-functional collaboration
• Operational excellence
• Regulatory Compliance