Overview:As a Customer Success Manager (CSM), you will join our global Account Team to secure long-term customer retention. You will oversee the global Customer Success strategy for a key account, bridging the gap between customer expectations and operational execution. By turning operational data into strategic value, you will drive continuous improvement, protect revenue, and support long-term partnership growth.
This role requires onsite presence 3 days a week (Tuesday, Wednesday, Thursday) in our Parsippany, NJ office. Job DescriptionWHAT YOU'LL DO- Relationship & Escalation Management: Act as the primary post-contract operational contact. Represent the customer's voice internally, manage the CSAT lifecycle, and serve as the global escalation lead to resolve operational issues with Business Units.
- Operational Governance: Own end-to-end monitoring of SLAs and KPIs, driving root-cause analysis for any service deviations. Lead the transition from contract signing to execution, ensuring alignment on SOPs.
- Supply Chain Coordination: Intercept customer demand forecasts to optimize capacity. Coordinate internal teams (Finance, IT, Operations) to handle major supply chain disruptions smoothly.
- Commercial Support & Growth: Support the Key Account Manager with performance data to secure contract renewals. Identify logistics inefficiencies to qualify new growth leads (new lanes, trades, or services) and drive adoption of digital visibility and sustainability tools.
- Financial Health: Monitor DSO and billing accuracy to ensure the account meets financial and compliance targets.
Job RequirementsWHAT YOU'LL NEED- Experience: 5-10 years of experience in Customer Success, Account Management, Shipping, Logistics, or Supply Chain operations.
- Education: Bachelor's degree in Business, Engineering, Supply Chain, or equivalent experience.
- Communication & Influence: Exceptional interpersonal skills with the ability to articulate complex operational issues to senior management and build trust across global business units.
- Problem Solving & Acumen: A proactive, solution-oriented mindset to navigate supply chain challenges and drive consensus without direct authority.
- Analytical Rigor: Strong data skills to translate operational metrics into performance stories and structured action plans.
WHEN YOU JOIN USAt Wallenius Wilhelmsen, we prioritize your well-being. Our industry-leading benefits and perks are designed to help you thrive in your career and your life outside of work. From affordable healthcare to well-being, we've got you covered.
- Choose from a range of low-cost health insurance options to support your well-being including medical, dental and vision after 30 days of employment
- Secure your financial future with an industry-leading company-matching 401(k) plan
- Company paid life insurance, short-term and long-term disability
- Explore career development with access to on-the-job training
- Access to exclusive discounts on attractions, automotive, travel and more!
