Customer Success Manager

Customer Success Manager

Location: Bentonville, AR (Onsite)

Travel: Up to 20%

Pay Range: $75,000 - $100,000

Position Overview

SDI is seeking a highly motivated Customer Success Manager to serve as the primary operational liaison between SDI and customers. This role is responsible for ensuring customer satisfaction, driving adoption of platforms, and delivering exceptional service across facilities maintenance and procurement operations.

The Customer Success Manager will act as a trusted advisor, business partner, and escalation point while coordinating cross-functional teams to ensure the successful delivery of SDI's products, services, and contractual commitments.

This position combines strategic customer success, business process optimization, operational support, product adoption, and program management. The successful candidate will build strong customer relationships, identify improvement opportunities, lead issue resolution efforts, and drive continuous enhancement of client experience.

Key Responsibilities

Customer Relationship Management

• Serve as the primary day-to-day client contact and trusted advisor for customer stakeholders.
• Develop strong relationships with facilities leadership, service providers, procurement teams, and SDI internal partners.
• Communicate service performance, operational risks, project updates, and recommendations to both client and SDI leadership.
• Facilitate customer meetings, business reviews, and executive presentations.

Customer Success & Operational Excellence

• Ensure successful adoption and utilization of platforms
• Act as the customer advocate within SDI, driving resolution of operational challenges and identifying opportunities for improvement.
• Monitor customer health, service levels, support trends, and platform adoption metrics.
• Develop action plans to improve customer experience, efficiency, compliance, and business outcomes.

Product Adoption, Training & Change Management

• Deliver training programs, user guides, knowledge articles, and adoption initiatives.
• Supports change management efforts for new releases, system enhancements, and process changes.
• Coordinate User Acceptance Testing (UAT) activities and ensure business readiness for deployments.
• Gather customer feedback and translate business needs into actionable recommendations for product teams.

Business Process Improvement

• Analyze customer workflows, identify opportunities to improve operational processes, and drive continuous improvement initiatives through customer feedback, and data-driven insight.
• Document business requirements and partner with internal teams to implement enhancements.
• Distinguish between process, training, data, and system-related issues and develop appropriate corrective actions.

Issue Resolution & Service Delivery

• Coordinate the investigation and resolution of ordering, inventory, supplier, catalog, access, workflow, and integration issues.
• Partner with support, sourcing, engineering, product, and operational teams to resolve customer-impacting issues.
• Manage escalations through resolution while ensuring timely communication and customer follow-up.

Reporting & Program Management

• Prepare customer-facing presentations and executive-level reporting packages.
• Coordinate multiple projects and initiatives while ensuring alignment with strategic goals.

Qualifications

Required

• Bachelor's degree in Supply Chain Management, Operations Management, Engineering, Information Systems, or equivalent professional experience.
• 5+ years of client management experience, including knowledge of source to pay, product sourcing, e-commerce, catalog management.
• 3+ years in a customer-facing role managing enterprise or strategic accounts.
• Experience working with SaaS applications, enterprise software platforms, ERP systems, or digital supply chain solutions.
• Proven ability to analyze data, identify trends, and drive business improvements.
• Advanced Microsoft Office skills, including Excel and PowerPoint.
• Excellent written, verbal, presentation, and relationship management skills.
• Ability to work independently and effectively within a cross-functional matrix organization.

Who are we?

At SDI, we’re proud to help essential organizations across North America compete more effectively in a challenging global marketplace – and keep our economy moving. We do this by thinking differently, questioning conventional wisdom, and constantly challenging the status quo.

We’re evolving the way leading manufacturers, multi-site retailers, and higher education think about their maintenance, repair, and operations (MRO) strategies – the critical supply chain of parts, materials, equipment, and consumables necessary to keep plants and facilities operating safely and productively.

Every day, we help companies eliminate waste, minimize risk exposure, and stay competitive on an ever-changing world stage.

Why work for SDI?

The Philadelphia Inquirer named us a Top Workplace in 2023! Additionally, we pride ourselves on taking care of our employees. Here are some of the benefits we offer:

• Health insurance (medical, dental and vision).
• Training and development opportunities – 2023 winner of the People Accelerator award.
• Vacation, wellness days, pet bereavement days and 12 paid holidays.
• 401K with a company match.
• Tuition reimbursement.
• Student loan repayment assistance.
• Reimbursement for safety shoes.
• Discounted tickets to a variety of different vendors.

The pay range for this bonus-eligible role is USD $75,000 - $100,000 annually. Individual pay depends on various factors, such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated each year.

Offers are made within the pay range applicable at the time.

EEO

SDI is proud to be an equal opportunity employer committed to inclusion and diversity.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.

If you have a disability or special need that requires accommodation for any part of the employment process, please let us know by contacting us at [email protected]. SDI participates in the E-Verify program.