• Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients.
• Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.
• Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.
• Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.
• Incumbents who are responsible for client relationship management or day-to-day delivery of professional services engagements or outsourced solutions should be matched to Client Relationship Manager or Outsourcing Delivery Program Management. Incumbents who are providing pre-sale and/or post-sale support and customer relationship management for multiple phases and aspects of the client relationship, including ordering, pricing, scheduling and support, should be matched to Customer Service.
• Employees responsible for building post-sales relationships with customers to drive and increase adoption and utilization of company products should match within the Sales function to Customer Success Manager.

Responsibilities

Key Responsibilities:

• Manage day-to-day operations, including purchase order (PO) processing, backlog management, and supply follow-up
• Conduct forecast analysis to support planning and decision-making
• Maintain active customer engagement and provide timely shipment status updates

Required Experience and Skills

• Strong communication and interpersonal skills
• Proficiency in Microsoft Office, with an emphasis on Excel
• Experience with SAP
• Familiarity with Power BI

Desired Experience and Skills

• Self-motivated and proactive
• Detail-oriented with strong organizational skills
• Flexible with working hours to support business needs
• Willingness to go the extra mile to achieve results