About this role

Act as the primary tactical point of contact for customer delivery, satisfaction, and service-related discussions.
Translate customer needs into actionable service requirements across the chain.
Build trusted relationships across customer operations, engineering, and management layers.
Lead or contribute to end-to-end chain orchestration across internal teams, vendors, and SIAM-related roles.
Ensure alignment between operational teams and customer expectations.
Monitor service performance, identify structural issues, and drive Continuous Improvement initiatives.
Connect industry trends and best practices to internal processes and customer environments.

Strong understanding of infrastructure services, retail hardware, and/or operational technology environments.
Experience in chain-management, service management, or SIAM concepts.
Proven ability to operate at a tactical level, not only operational.
Continuous improvement mindset, including identification and remediation of structural service issues.
Strong analytical skills with focus on non-functional requirements.
Excellent communication skills, able to navigate between technical teams and business stakeholders.

Customer Success Manager

Key skills