Job SummarySummary/Objective: The Customer Success Manager serves as the primary operational liaison between Nortek Data Center Cooling and key customer accounts. This role is responsible for ensuring a world-class customer experience through proactive order management, schedule coordination, communication, and issue resolution.
The Customer Success Manager partners closely with Demand Planning, Operations, Supply Chain, Logistics, Field Service, and customer stakeholders to ensure customer commitments are met while maintaining high levels of transparency, responsiveness, and execution excellence. Success in this role requires strong relationship-building skills, operational discipline, and the ability to coordinate multiple priorities in a fast-paced, high-growth environment.
Key Responsibilities:Customer Relationship Management- 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.
- Deliver a proactive and responsive customer experience while maintaining clear and consistent communication.
Order & Delivery Management- Manage customer demand schedules and order activity to ensure 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 internal planning and operations teams to maintain accurate delivery schedules and support on-time performance goals.
Cross-Functional Coordination- Collaborate with Supply Chain, Manufacturing, Logistics, Planning, and Field Service teams to support customer commitments.
- Identify potential 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.
Performance & Continuous Improvement- 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.
Qualifications:Required- Bachelor's degree in Business, Supply Chain, Operations, Engineering, or a related field.
- 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.
- Demonstrated 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.
Preferred- 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.
What Will Make You Successful- Customer-first mindset with a passion for creating exceptional experiences.
- Strong organizational skills and attention to detail.
- Ability to communicate effectively with both operational teams and executive stakeholders.
- Skilled at navigating ambiguity, solving problems, and driving accountability.
- Comfortable working in a collaborative, high-growth environment where priorities can shift quickly.
Why Join Nortek Data Center Cooling?- Help power the next generation of AI and hyperscale data centers.
- Join a rapidly growing organization with significant career development opportunities.
- Work alongside talented teams solving complex customer and operational challenges.
- Make a direct impact on customer satisfaction, business performance, and long-term growth.
