Customer Success Manager

Nortek•Indianapolis, NV

About The Position

The Customer Success Manager serves as the primary operational liaison between Nortek Data Center Cooling and key customer accounts. The role focuses on delivering a strong customer experience through proactive order management, schedule coordination, clear communication, and issue resolution. The Customer Success Manager works closely with Demand Planning, Operations, Supply Chain, Logistics, Field Service, and customer stakeholders to meet commitments with transparency, responsiveness, and consistent execution. Success requires relationship-building skills, operational discipline, and the ability to coordinate competing priorities in a fast-paced, high-growth environment.

Requirements

Bachelor's degree in Business, Supply Chain, Operations, Engineering, or a related field.
At least 3 years of experience in customer success, account management, project management, supply chain, order management, operations, or a related customer-facing role.
Strong ability to build relationships and influence cross-functional teams.
Excellent verbal, written, and presentation skills.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Strong analytical and problem-solving capabilities.
Proficiency with ERP systems, reporting tools, and Microsoft Office applications.

Nice To Haves

Experience supporting customers in manufacturing, industrial equipment, HVAC, or data center environments.
Exposure to demand planning, supply chain operations, or customer fulfillment processes.
Experience leading customer business reviews and executive-level communications.
Familiarity with ERP platforms such as SAP, Oracle, Infor, or Microsoft Dynamics.
Customer-first mindset and passion for creating exceptional experiences.
Strong organizational skills and attention to detail.
Ability to communicate effectively with operational teams and executive stakeholders.
Skill navigating ambiguity, solving problems, and driving accountability.
Comfort working in a collaborative, high-growth environment where priorities can shift quickly.

Responsibilities

Serve as the primary point of contact for customer order fulfillment and delivery-related activities.
Build trusted relationships with customer stakeholders, general contractors, sourcing teams, and project teams.
Lead recurring customer meetings to communicate schedules, risks, opportunities, and action plans.
Provide proactive, responsive customer service with clear and consistent communication.
Manage customer demand schedules and order activity to support accurate and timely fulfillment.
Coordinate customer pull-in and push-out requests while balancing operational requirements.
Ensure customer orders are entered, validated, and confirmed promptly.
Partner with planning and operations teams to maintain accurate delivery schedules and support on-time performance goals.
Collaborate with Supply Chain, Manufacturing, Logistics, Planning, and Field Service teams to support customer commitments.
Identify risks affecting delivery, commissioning, or customer satisfaction and drive resolution plans.
Facilitate communication across internal and external stakeholders to ensure alignment and accountability.
Support delivery readiness, commissioning coordination, and customer handoff activities.
Monitor customer performance metrics, supplier scorecards, and operational KPIs.
Analyze trends, identify improvement opportunities, and implement corrective actions when needed.
Gather and communicate customer feedback to drive service improvements and strengthen long-term partnerships.
Support Quarterly Business Reviews through data analysis, presentation development, and customer-facing discussions.