Description

• 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

• Customer Engagement & Support
  • Serve as the primary point of contact for customers, ensuring timely and effective communication.
  • Build strong relationships to enhance customer satisfaction.
  • Address inquiries and resolve operational issues promptly.
• Order Management
  • Manage order entry and changes, ensuring accurate and timely processing.
  • Maintain data integrity across systems for all order transactions.
• Booking Drive
  • Drive bookings by analyzing backlog, forecasts, and lead times, identifying discrepancies, and collaborating with customers to close gaps.
  • Hold customers responsible for bookings and maintain strong follow-up through daily calls and engagement.
• Forecast Management
  • Perform forecast analysis, entry, and review, working closely with customers and sales teams to resolve discrepancies.
• Expedite Coordination
  • Identify urgent needs and coordinate deep expedites, working with Demand Management to determine root causes and implement corrective actions.
  • Proactively mitigate risks to ensure timely delivery.
• Allocation & Contract Fulfillment
  • Support allocation decisions to optimize inventory distribution.
  • Ensure compliance with contract terms and timely fulfillment.
• Quote Management & Analysis
  • Prepare and analyze quotes to ensure accuracy and alignment with customer requirements and Sales.
• Quality Support
  • Assist with quality failure analysis, collaborating with technical teams to resolve issues and maintain customer satisfaction.
• Customer Meeting Preparation
  • Compile relevant data, insights, and documentation for customer meetings to enable informed discussions and decision-making.
• Reporting & Analytics
  • Analyze reports and data to provide actionable insights that improve communication and planning.
  • Contribute to forecasting accuracy, booking performance, and process improvements.

Required Experience and Skills

Skills & Competencies

• Pro-active
• Post Design-Win Activities
• Works closely with Customers & Sales
• Advanced Excel skills and strong analytical capabilities
• Proficiency in Forecasting and CRM Tools, familiarity with SAP, and PowerBI a plus
• Ability to probe, ask why, and push back constructively
• Strong relationship-building skills and stakeholder engagement
• Customer-focused mindset with a commitment to delivering high-quality service
• Ability to work independently in a fast-paced, deadline-driven environment
• Constant learner with a drive for continuous improvement
• Teamplayer

Qualifications

• Bachelor’s degree in business or equivalent experience
• 2+ years in business operations, customer service, sales support, or order fulfillment/management
• Excellent written and verbal English communication skills
• Strong organizational skills and attention to detail
• Critical thinker with proven ability to work cross-functionally