SYNOPSIS: The Customer Success Manager serves as a strategic liaison between customers, sales, operations, sourcing, engineering,
and other internal stakeholders to ensure the successful execution of system Bill of Materials (BOMs), Tier 1 network sourcing
activities, and integrated sales and operations planning processes. This role is accountable for driving customer satisfaction,
operational alignment, and program execution across complex data center initiatives spanning multiple global regions. Acting as a
trusted advisor and primary point of coordination, the Customer Success Manager leads cross-functional efforts to identify
customer requirements, align internal resources, mitigate risks, resolve issues, and ensure delivery against business commitments.
The role requires strong project and program management capabilities, customer engagement expertise, analytical problem-solving
skills, and the ability to influence stakeholders across organizational boundaries without direct authority. The Customer Success
Manager owns key customer-facing processes and strategic initiatives, exercising independent judgment in managing priorities,
recommending solutions, and driving execution. Success in this role depends on the ability to navigate ambiguity, coordinate
multiple concurrent programs, and balance customer needs with operational and business objectives. This position is an individual
contributor role and does not include formal people management responsibilities. The title "Manager" reflects accountability for
managing programs, processes, customer relationships, and strategic initiatives rather than supervising employees. As an
experienced professional and subject matter expert, the Customer Success Manager provides leadership through influence,
collaboration, and execution. The role leads cross-functional teams, drives decision-making, and owns outcomes that have a
significant impact on customer experience, operational performance, and business results. While no direct reports are assigned to
this position, the role requires substantial coordination across functions, regions, and organizational levels to achieve
strategic objectives. COMPETENCY PROFILE: Global Competencies: Collaborate; Deliver Results; Develop Yourself; Drive Customer
Value; Improve and Innovate; Take Ownership RESPONSIBILITIES: • Serve as the primary point of contact for managing system Bill of
Materials (BOMs), Tier 1 network sourcing strategies, customer demand planning activities, and operational execution for assigned
customer accounts and programs. • Partner closely with Data Center Key Account Managers (KAMs), customers, and internal
stakeholders to understand project specifications, business requirements, infrastructure needs, and changes to existing BOMs. •
Lead the coordination and execution of complex customer programs, ensuring alignment among customer requirements, sourcing
strategies, production capabilities, and business objectives. • Collect, analyze, validate, and manage customer forecast data,
identifying trends, risks, opportunities, volume fluctuations, and BOM changes that may impact operational performance, supply
continuity, or customer commitments. • Translate demand forecasts and business requirements into actionable recommendations that
support Master Production Order (MPO) planning, sourcing strategies, capacity planning, and operational decision-making. • Monitor
forecast accuracy and proactively communicate significant demand shifts, supply concerns, project changes, and business impacts to
relevant stakeholders. • Coordinate cross-functional planning activities among Sales, Operations, Supply Chain, Engineering,
Manufacturing, Sourcing, Product Management, and Customer Success teams to ensure organizational alignment and successful
execution. • Serve as a trusted advisor and strategic liaison between customers and internal business functions, balancing
customer expectations with operational and commercial objectives. • Build and maintain strong customer relationships through
proactive communication, responsiveness, credibility, and a thorough understanding of customer needs, business priorities, and
strategic initiatives. • Advocate for customer requirements while ensuring alignment with organizational priorities, policies,
processes, and operational capabilities. • Lead customer-facing discussions related to demand planning, sourcing strategies,
operational readiness, order fulfillment, issue resolution, and project execution. • Coordinate and manage internal escalations
through established channels, including Core Business, ICP, Global Business Units, Supply Chain, Operations, Production,
Engineering, and leadership teams. • Escalate and track concerns through the VC Ticket System and other approved processes to
drive timely resolution of open purchase orders, delivery challenges, sourcing issues, and customer-impacting events. •
Proactively manage open orders, customer commitments, and service requests, ensuring efficient resolution and a high-quality
customer experience. • Identify, assess, and mitigate business, operational, supply chain, sourcing, and customer service risks
that may impact program success or customer satisfaction. • Lead cross-functional problem-solving efforts to resolve complex
issues, remove obstacles, and ensure achievement of customer commitments and business objectives. • Develop and maintain a
comprehensive understanding of customer applications, infrastructure requirements, product specifications, system architectures,
and data center deployment strategies. • Conduct customer visits, site engagements, business reviews, and stakeholder meetings to
strengthen partnerships, identify opportunities, and enhance service delivery. • Oversee onboarding activities for new Tier 1
suppliers, ensuring alignment of pricing, contractual requirements, sourcing strategies, and operational expectations. •
Coordinate onboarding and business transition activities when specified BOMs are introduced into new regions, ensuring alignment
among customers, ABS teams, regional teams, sourcing functions, and operational stakeholders. • Manage customer portal activities
and ensure compliance with supply agreements, service-level expectations, data integrity requirements, and established business
processes. • Maintain accurate and comprehensive documentation of customer interactions, project milestones, action items,
business requirements, risks, and commitments within CRM and other business systems. • Monitor program performance, customer
service metrics, operational results, and key business indicators to identify improvement opportunities and drive corrective
actions when necessary. • Evaluate customer requirements and business conditions to recommend solutions that improve service
delivery, operational effectiveness, customer satisfaction, and overall business performance. • Influence decisions and drive
stakeholder alignment through subject matter expertise, business acumen, relationship management, and collaboration rather than
formal authority. • Lead cross-functional initiatives involving multiple business units, regions, functions, and stakeholders to
achieve strategic and operational objectives. • Exercise a high degree of independent judgment, discretion, and accountability in
prioritizing work, managing customer relationships, resolving issues, and achieving business outcomes. • Serve as a subject matter
expert in customer success, demand planning, BOM management, sourcing coordination, supply chain processes, and operational
execution. • Provide guidance, insights, and recommendations based on business analysis, customer requirements, industry
knowledge, and operational trends. • Identify opportunities to improve processes, systems, workflows, communication methods, and
business practices that enhance scalability, efficiency, and the customer experience. • Contribute to the development and
implementation of best practices, standard operating procedures, service models, and continuous improvement initiatives across
customer-facing and operational functions. • Act as a positive change agent by supporting transformation initiatives, fostering
collaboration, driving stakeholder engagement, and helping teams adapt to evolving business needs. • Facilitate effective
communication among customers, leadership, business units, regional teams, and operational functions to ensure transparency,
alignment, and timely execution. • Prepare and deliver clear, concise, and actionable reports, business summaries, project
updates, forecasts, presentations, and recommendations for leadership and key stakeholders. • Represent customer and business
interests in interdepartmental meetings, strategic initiatives, operational reviews, and continuous improvement projects. •
Maintain current knowledge of products, technologies, market trends, customer requirements, business processes, and organizational
capabilities through ongoing professional development and training. • Meet established performance objectives, service
expectations, customer success metrics, and professional development goals while demonstrating accountability for results. •
Assume ownership and accountability for assigned customer programs, initiatives, and business processes, ensuring commitments are
fulfilled and desired outcomes are achieved. • Perform other duties, special projects, and strategic assignments as required to
support business objectives and organizational success. • Other duties as assigned QUALIFICATIONS: • Bachelor’s degree in
Business, Supply Chain, Engineering, or related field • 5+ years of experience in customer operations, project management, or
supply chain roles • Strong understanding of BOM management, tier 1 supplier networks, and S&OP processes • Excellent
communication and stakeholder management skills • Proficiency in ERP systems, customer portals, and forecasting tools •
Demonstrates a willingness to collaborate with others, build relationships, and involve others in decision making • Demonstrates
the ability to deliver results by solving or supporting others in solving problems, prioritizing tasks, and/or resources, and
focusing on outcomes • Demonstrates self-awareness and the willingness to learn and grow, accept changes, and effectively adapt to
changing work demands • Demonstrates the ability to drive customer value through knowledge of the business, putting effort into
identifying customer needs, and delivering work to maximize the value for customers • Demonstrates a willingness to promote the
value of improvement and innovation by staying ahead of trends, creating ideas and opportunities, and generating speed •
Demonstrates a willingness to take ownership by making decisions, taking responsibility, and driving things forward ESSENTIAL JOB
FUNCTIONS: • Must be able to sit for up to 4 hours at a time and 8 hours in a day • Must be willing to travel up to 20% (5%
internationally) • Occasional availability outside of normal operating hours for critical escalations • Regular and on-time
attendance • This is a hybrid position requiring at least three days in the office