Client Success Manager II

Giesecke+Devrient•Lemont, IL

3d•Onsite

About The Position

The Client Success Manager II (CSM II) is responsible for providing the highest level of quality service, and ensuring for excellent internal and external communication to support our Client’s day to day requirements and specifications. The CSM II seeks to understand the client needs and suggests the appropriate solutions, products, and services to best meet those needs in collaboration with Sales. The CSM II is responsible for successful execution of client projects and serves as the direct daily liaison between the client and internal stakeholders. The CSM II responsibilities also include processing orders; inventory management; coordinating with Other CSMs, production, scheduling and logistics teams; and invoicing. This position requires direct interface with internal stakeholders in a variety of departments, collaborating to ensure for a timely, accurate, and excellent client delivery experience. A high level of responsiveness, attention to detail, and service is required for all duties.

Requirements

5 years of experience in a similar or related, client-facing role
Excellent organization, planning, and multitasking skills, with high attention to detail
Efficient communication skills and excellent command of English, both written and verbal
A self-motivated team player with ability to interact in a collaborative manner
An ability to be unfailingly civil and respectful to both internal and external Clients
A self-starter with excellent problem-solving skills and a continuous improvement mindset
Proficient and independent user of Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
General understanding of ERP system functionality with respect to order processing, inventory management, status monitoring and receiving

Nice To Haves

Bachelor’s degree, preferred
Experience with SAP, strongly preferred
Card and/or payment industry experience, strongly preferred
Printing experience, strongly preferred

Responsibilities

Act as the lead point of daily contact for any and all matters specific to assigned client accounts.
Serve as a subject matter expert as it relates to a key client segment in G+D’s Client portfolio and assist in shaping the client experience for this segment
Act as a liaison between assigned Clients and G+D team to provide first level Client support, coordinating both internally and externally as required
Anticipate Client needs based on market changes and payment association guidelines and plan to harmonize changes across impacted clients proactively and accordingly
Manage communication with the Client and track work in progress (WIP) items on a G+D Client dashboard; lead standing client calls to review and update all WIP items
Aggregate, monitor, analyze, and report performance metric results
Support new Client onboarding activities, in collaboration with Sales and other stakeholders
Facilitate and lead card and project design, technical, and implementation meetings, collaborating with SMEs, as required
Coordinate and attend client Business Reviews, as required, presenting details that illustrate account health and activity
Review forecasted volumes with actual orders and manage updates with Clients, Sales, Demand Analysts, and Operations
Use the ERP system and other G+D tools to independently execute tasks and support communication and information gathering
Work with G+D Systems (such as JIRA and SAP) to advise on Change Requests as they relate to Client requests or G+D-driven changes affecting the Client; ensure for accuracy and completeness and consult where necessary
Establish IT development/project workback schedules through direct communication with the Production IT, Operations and Billing teams
Coordinate Client on-site visits for press validations, audits, and/or tours ensuring all relevant departments are aware and can support the Client expectations
Manage the processing of Client sales orders to include order confirmation and compliance verification for feasibility, product/material availability, schedules, and other relevant areas
Establish production and delivery schedules through direct communication with the Planning and Scheduling group, or other G+D manufacturing facilities as needed
Support issuance requirements for client portfolios and assist clients to manage forecast and inventory to ensure no interruption to issuance
Support clients with inventory management by providing weekly or monthly inventory reports/order status reports, as required
Assist with submission and acceptance of orders to and from the LB (Load Balancing) program to track orders with other G+D production sites, including any claim handling
Support Finance Department for preparation of month end invoicing and in validating correct pricing
Manage the end-to-end process of collateral procurement on behalf of clients (from PO Requisition, to proofing, to invoicing)
Verify pricing on Client PO’s vs. quotations and/or Clients contracts
Coordinate with internal Shipping department to ensure for accurate and on-time delivery
Serve as first line of Client support for incident reporting and incident management, following up and supporting, as required, to see the issue through prompt resolution
Work closely with the Quality team to assist with Client incident investigations, collaborate on root cause and corrective actions
Identifies upsell and cross-selling of G+D products and services and refers opportunities to Sales.
Demonstrated advanced and independent working knowledge and understanding of all end-to-end processes across varying client types
Demonstrated advanced and independent working knowledge of both card body manufacturing and service bureau/fulfillment (as demonstrated by action and/or via certification)
Demonstrated ability to serve as a thought leader, influencer and successful people manager as it relates to driving best practices and action on behalf of clients
Demonstrated successful relationship management and ownership of complex, top-tier clients