Role Description:The Customer Success Manager will oversee PMT's top customer accounts while helping guide daily customer service operations, improve communication processes, and strengthen collaboration across Sales, Engineering, Quality, Planning, Operations, and Shipping. This individual will become the go-to resource for customer-related questions, issue resolution, and customer experience initiatives across the organization. The ideal candidate is highly organized, customer-focused, solutions-driven, and capable of leading through influence in a fast-paced manufacturing environment.
What you'll do:- Manage and maintain relationships with PMT's top customer accounts
- Serve as the primary escalation point for customer concerns and complex account issues
- Act as the lead support resource and subject matter expert for the CSR team
- Assist in mentoring, coaching, and developing Customer Service Representatives
- Help standardize customer communication processes and service expectations
- Partner cross-functionally with Sales, Engineering, Quality, Planning, Shipping, and Production teams
- Lead customer communication regarding schedules, launches, production updates, quality concerns, and delivery expectations
- Monitor customer trends, scorecards, KPIs, forecasts, and service performance
- Support new product launches and customer onboarding activities
- Drive proactive communication and problem resolution to improve customer satisfaction
- Assist leadership with account strategy, customer retention, and service improvement initiatives
- Help identify operational gaps and process improvement opportunities impacting customers
- Support business reviews, customer meetings, audits, and plant visits as needed
- Maintain accurate ERP and customer system data
- Perform other duties as assigned
What we're looking for:- 7-10 years of experience in Customer Service, Customer Success, Account Management, or Manufacturing Support
- Prior experience supporting strategic or high-level customer accounts required
- Manufacturing, plastics, automotive, industrial, or production experience strongly preferred
- Demonstrated leadership ability with experience mentoring, coaching, or guiding team members
- Strong communication, relationship management, and conflict resolution skills
- Ability to manage multiple priorities in a fast-paced manufacturing environment
- Strong organizational, analytical, and problem-solving abilities
- Experience working with ERP systems and Microsoft Office Suite required
- Experience with IQMS/DELMIAWorks preferred but not required
- Ability to communicate professionally with customers, suppliers, and executive leadership
