Requisition ID :21184

Employment Type :Full Time

Job Category :Sales

Work Location :Harrisburg, PA

BRIEF POSITION SUMMARY:

The Enterprise Manager, Customer Success, plays a critical role in driving strategic growth, profitability and retention for National Accounts by leading financial performance, optimizing pricing and contract strategies, and enhancing the customer experience through proactive issue resolution and cross-functional collaboration. This role partners with sales and Onsite/Offsite service teams to deliver consistent value, monitor market trends, mitigate risks, and champion process improvements to maximize account performance. The manager also mentors and develops team members to elevate the customer journey, foster loyalty, and embed MSC's solutions as a critical driver of client success.

DUTIES AND RESPONSIBILITIES

• Lead revenue and profitability growth and retention across National Accounts by executing strategic plans, analyzing performance trends, and directing proactive account health reviews.
• Guide teams in identifying cross-sell and upsell opportunities while coaching on account management and revenue optimization to ensure sustained account success.
• Oversee contractual and financial performance by reviewing productivity and profitability metrics, managing pricing agreements, and driving initiatives to optimize underperforming solutions.
• Act as the senior escalation point for National Account locations, ensuring complex issues are resolved promptly and solution implementations are executed seamlessly.
• Coordinate implementation efforts across onsite/VMIS teams, service coverage, and supply chain partners to maintain delivery consistency, product availability, and client satisfaction targets.
• Cultivate executive-level relationships with key decision-makers and influencers to strengthen account engagement and advance long-term business objectives.
• Assess and mitigate risks to account performance, develop contingency plans, and escalate critical issues when necessary.
• Lead cross-functional collaboration to design and execute strategies that prioritize customer objectives, adapt to changing needs, and deliver measurable value while supporting corporate priorities.
• Monitor industrial supply market trends and competitive activity to identify emerging opportunities and influence account strategy.
• Ensure compliance with industry regulations, safety standards, and customer-specific requirements in all account activities.
• Guide strategic account reviews, including Quarterly Business Reviews (QBRs) and Continuous Improvement Reviews (CIRs), leveraging performance insights to set growth initiatives and inform forward-looking plans.
• Lead large-scale rollouts and multi-site solution implementations, ensuring deadlines, budgets, and quality expectations are met.
• Mentor and coach team members to enhance the customer journey, promote customer satisfaction, and embed the value of MSC's products and services into every client interaction.

QUALIFICATIONS
What You Need:

• Bachelor's degree or a minimum of ten years of equivalent experience required.
• At least 4 years in directly managing a technical or success team - hiring, performance issues, team motivation, attrition management, mentoring, career progressions, etc.
• 7+ experience in account management, customer success, or sales environment.
• Excellent written and verbal communication skills.
• Excellent analytical and problem-solving skills.
• Excellent relationship building and stakeholder management skills, with the ability to engage decision makers and influencers.
• Exceptional analytical and problem-solving abilities, with the capability to interpret data, identify trends, and recommend actionable improvements.
• Proven relationship-building and stakeholder management skills, including engaging with senior decision-makers and influencers.
• Proficiency in CRM software (Salesforce or equivalent) and data analysis tools (Excel, Tableau).
• Proficiency in Microsoft Office Suite.
• Ability to thrive and manage multiple accounts and projects in a fast-paced, team-oriented environment.

Bonus Points If You Have:

• Industrial or manufacturing segment experience preferred

Other Requirements:

• A valid driver's license may be required.
• Position requires up to 50% of travel
• Ability to lift up to 50 lbs and perform physical tasks (walking, bending, standing for long periods).
• Willingness to comply with customer safety and PPE protocols.

• This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI")

• INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Compensation starting at $94903 - $149133 with commission opportunities depending on candidate location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.