Customer Success Manager

Phoenix Contact

Location not specified

INTERN

Posted August 28, 2026

$114k - $174k· Est.

Power Generation

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Job Description

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.

Key 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

Requirements

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

Benefits & Perks

Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, on-site gym access, health & wellbeing center, on-site café, walking trails, tuition assistance, and more!
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If you need special accommodations to access job openings or to apply for a job, please call 717-944-1300 between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email HR@phoenixcontact.com .