Customer Success Manager

Nortek Data Center Cooling is a Madison Industries company that offers energy efficient and sustainable products in the HVAC sector. The Customer Success Manager will coordinate with internal teams and customers to ensure timely delivery and maintain high performance ratings.

Responsibilities:

• Coordinate closely with internal teams and customer contacts to maintain accurate, up-to-date delivery schedules, targeting 100% on-time delivery
• Lead weekly touchpoints with site general contractors, customer sourcing teams, and internal demand planning to ensure alignment
• Achieve 100% annual ship forecast accuracy by managing customer pull-in/push-out requests and collaborating with internal planning teams
• Ensure all customer orders are entered into the system and confirmed within 24 hours of receipt
• Gather and evaluate supply performance feedback from both the customer and internal site teams
• Develop and implement improvement plans to ensure consistently positive performance ratings, including 'pass' results on all supplier performance assessments
• Partner with internal logistics and field support teams to coordinate delivery, commissioning, and hand-off activities, ensuring 100% on-time commissioning and customer readiness
• Prepare and deliver weekly account supply updates, including demand schedule changes, new order activity, and field delivery status
• Play a key role in quarterly business reviews with the customer, including presentation development, in-person delivery, and supporting the account coordinator with preparation and insights

Requirements:

• Bachelor's degree in business or related field of study
• Experience in customer success, project management, supply chain, order management, or a related operational role
• Strong communication and relationship-building skills with both internal and external stakeholders
• Ability to manage multiple priorities while maintaining accuracy and attention to detail
• Analytical mindset with the ability to interpret data and identify trends or risks
• Proficiency with order management systems, reporting tools, and standard business software