Customer Success Lead

About the Role

As a Customer Success Lead, you will spearhead our fulfillment operations, ensuring seamless execution of the inquiry-to-cash cycle while fostering a culture of high-performance service. You will leverage your expertise in ERP and CRM systems to optimize workflows, drive process improvements, and deliver exceptional value to our global client base.

Responsibilities Direct the daily operations of the fulfillment team to ensure accurate processing of sales orders, product availability, and export compliance.

• Champion continuous improvement initiatives to eliminate operational waste and enhance overall customer satisfaction metrics.
• Serve as the primary cross-functional liaison, coordinating with production, finance, and legal departments to resolve complex order issues.
• Oversee contract administration and account validation processes to ensure strict adherence to corporate policies and regulatory standards.
• Manage key house accounts, maintaining high-touch relationships and ensuring all customer data remains precise and up-to-date.
• Mentor and develop team members, fostering a collaborative environment with effective cross-training to ensure operational redundancy.

Required Skills

• Bachelor’s degree in Business or a related field, or equivalent professional experience.
• 5+ years of experience in a supervisory role within customer service or sales support.
• Demonstrated proficiency in managing ERP and CRM software platforms.
• Proven ability to thrive in high-pressure, fast-paced environments while maintaining organizational priorities.
• Strong analytical mindset with the ability to solve complex problems and ensure contract compliance.

Preferred Skills

• Prior experience working within a manufacturing or industrial environment.
• Advanced communication skills, with a track record of building consensus across diverse internal teams.
• Demonstrated initiative in streamlining business processes and improving departmental efficiency.

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