Hyperscale DC Customer Success Program Specialist

Sumitomo Electric Group•Raleigh, NC

10d•Onsite

About The Position

The Hyperscale Customer Success Program Specialist serves as a trusted partner to hyperscale data center customers, ensuring successful execution of customer programs and delivery commitments. This role is responsible for understanding customer forecasts, priorities, and business objectives, while coordinating with manufacturing, supply chain, logistics, and internal stakeholders to drive positive customer outcomes. The specialist proactively communicates with customers regarding production plans, delivery schedules, and changing business priorities, helping customers navigate challenges and ensuring alignment with their operational goals. Through strong relationship management and cross-functional collaboration, this role identifies risks, drives issue resolution, and enhances the overall customer experience.

Requirements

Extremely well organized and must demonstrate some Project Management skills.
Basic understanding of fiber optic cabling, connectorization, and network components.
Strong analytical skills with the ability to interpret complex production and logistics data.
Good communication and interpersonal skills to build and maintain relationships.
Strong leadership skills with the ability to influence and drive change.
Strong analytical, and project management skills.
Proficiency in D365 systems and/or supply chain software.
Excellent communication and interpersonal skills to build and maintain relationships.
Knowledge and experience of quality assurance and control.
Pressure for deadlines - short time frame responses.
Ability to process large amounts of email/chat traffic.
Ability to efficiently communicate with others by summarizing problem, question, status and so on, instead of just forwarding e-mail or chat message without enough explanation.
Willingness to work as a team, providing leadership to the department.
Proven proficiency with Microsoft products especially Excel.
Excellent written and verbal skills.
Bachelor's degree or Minimum of 5 years relevant professional experience.
Proven experience within a supply chain management, project management, inventory management or production management.

Nice To Haves

Rich knowledge and experiences of VBA, Access, Java and/or other programming tools with actual experiences to implement automation of administrative transactions effectively.

Responsibilities

Serve as the primary point of contact for hyperscale customers, fostering trusted and long-term partnerships.
Understand customer business priorities, operational requirements, and future growth plans to ensure successful program execution.
Drive customer satisfaction by proactively managing communications related to production plans, delivery schedules, and changing priorities.
Handle and resolve delivery-related issues in a timely and professional manner.
Onboard new customers, including account setup and initial support.
Collaborate with internal teams to address customer needs and improve service quality.
Monitor customer situations and respond proactively to potential issues.
Ensure a high level of customer satisfaction throughout the customer lifecycle.
Develop and maintain a strong understanding of products/services to proactively support customers and improve their experience.
Closely monitor status of production, shipment to warehouse and shipment from warehouse.
Lead cross-functional planning discussions with production entities to ensure alignment with customer expectations.
Track key milestones, dependencies, risks, and deliverables to ensure successful program execution.
Communicate program status, constraints, and recommendations to both customers and internal leadership.
Domestica or oversee customer purchase orders and coordinate fulfillment activities across manufacturing, logistics, and warehouse operations.
Monitor production, inventory, and shipment status to ensure on-time delivery performance.
Ensure accuracy and visibility of order, inventory, and delivery information throughout the customer lifecycle.
Input purchase order, issue sales order for production, split or revise sales order along with delivery schedule.
Input and update stock, delivery information in the system.
Partner with stakeholders to implement process enhancements that improve both customer experience and operational efficiency.
Lead and contribute to initiatives focused on improving customer experience, operational performance, and service quality.
Collaborate with customers on process improvement projects and operational best practices.
Drive root cause analysis and corrective actions for recurring customer or operational issues.
Promote a culture of continuous improvement through data-driven decision making and cross-functional collaboration.
Interaction with internal and external employees.
Develop and prepare executive/administrative reports as directed.
Support occasional matters as directed.