Customer Success Manager

Job Description

Job Summary :

• The Customer Success Manager for Purchase Backoffice Support will be responsible for overseeing the efficient delivery of the assigned services.
• This role includes managing the team's performance, ensuring high levels of customer satisfaction, optimizing processes, and coordinating with stakeholders to achieve service delivery excellence.
• The ideal candidate will have strong leadership skills, experience in procurement and purchasing service operations, and a passion for driving continuous improvement and innovation.
• A key focus will be on identifying opportunities to expand services, support sales initiatives, and contribute to the overall business strategy. Additional focus will be on anticipating future trends in Supply chain and integrating innovative solutions to maintain competitive advantage.
• Key Responsibilities :
• Service Delivery Management :
• Handling a team of 30+ associate including external partners and oversee day-to-day operations.
• Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs).
• Address and resolve any service delivery issues or escalations in a timely manner.
• Address and resolve any service delivery issues or escalations in a timely manner.
• Team Leadership and Development :
• Lead, coach, and mentor the team to achieve high performance.
• Conduct regular performance reviews, provide feedback, and create development plans for team members.
• Foster a collaborative and positive team environment.
• Business Growth and Sales Support : - Global Business development
• Identify opportunities to expand service offerings within the designated Supply chain and Manufacturing function.
• Collaborate with sales and account management teams to support client acquisition and retention efforts.
• Develop and implement strategies to drive revenue growth through enhanced service delivery.
• Participate in business development activities, including client presentations and proposal development.
• Provide insights and data to support sales pitches and contract negotiations.
• Process Improvement and Innovation : -
• Identify opportunities for process optimization, automation, and digital transformation.
• Drive a culture of innovation within the team, encouraging creative problem-solving and the adoption of new tools and methodologies.
• Stay ahead of industry trends and incorporate best practices to ensure continuous improvement and service excellence.
• Future Focus and Strategic Planning :
• Develop and implement a future-focused strategy for the purchase back-office support function.
• Anticipate emerging trends in supply chain management
• Collaborate with cross-functional teams to align service delivery with the organization's long-term goals.
• Explore and evaluate new technologies and processes that could impact service delivery in the future.
• Stakeholder Management :
• Build and maintain strong relationships with internal and external stakeholders, including procurement teams, vendors, and customers.
• Communicate effectively with stakeholders to understand their needs and expectations.
• Provide regular updates and reports to senior management on service delivery performance.
• Risk Management :
• Identify potential risks related to service delivery and implement mitigation strategies.
• Ensure the continuity of service delivery during business disruptions.
• Qualifications :
• Work experience of 15+ years in which majority should be in Supply Chain Management, or a related field.
• Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
• Proven experience in service delivery management, preferably in procurement or back-office support functions in Plant Specific solutions
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Knowledge of procurement processes, ERP systems, and back-office operations.
• Ability to manage multiple priorities and work under pressure.
• Strong analytical and problem-solving skills.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• A track record of driving innovation and future-focused initiatives.    Basic : ( For Roles and Responsibilities)Roles >
• Organizational Initiatives -Consulted
• Business Portfolio Strategy
• Support Portfolio Development
• Support New Business
• Development
• Support Outsourcing Strategy
• Support Talent Strategy
• Support Career Planning
• Leadership-Consulted Product Development
• STP
• Support Customer Acquisition (STP)
• Support Key Account Management (STP)
• Support Receivables Management - STP
• Support Contract Management / Negotiation (STP)
• Support Pricing Management (STP)
• Consulted Proposal / Contract / PO (STP)
• Support Customer Acquisition
• Bosch-Responsibility Key Account Management (Bosch)
• Responsibility Contract Management / Negotiation (Bosch)
• Responsibility Transition Management (STP)-Responsibility Proposal / PLA / PO Coordination (Bosch)
• Responsibility Customer Delivery Performance
• Monthly-Approval Training Planning / TNI / Implementation
• Approval Receivables Management
• Bosch-Approval Delivery Confirmation (Monthly)
• Approval Transition Management (Bosch)
• Approval Customer Reporting (MBR)
• Approval Career Planning - Associate-Approval Recruitment-Approval Outsourcing
• Approval Associate Output Management-Support Associate Feedback Management
• Consulted Quality Assurance-Support Operational Excelllence
• Approval Customer Billing
• Approval Contract Creation (SAP)-Approval Pricing Management (Bosch)
• Consulted Business Planning (FP&A)-Consulted Portfolio (FP&A) Planning
• Support Partner Management-Support

Skills Required

Customer Servicing, Supply Chain, Risk Management