Client Success Manager II

The Client Success Manager II (CSM II) is responsible for providing the highest level of quality service and ensuring excellent internal and external communication to support our client’s day‑to‑day requirements and specifications. The CSM II seeks to understand the client needs and suggest the appropriate solutions, products, and services to best meet those needs in collaboration with Sales. The CSM II is responsible for successful execution of client projects and serves as the direct daily liaison between the client and internal stakeholders.

The position includes processing orders, inventory management, coordination with other CSMs, production, scheduling and logistics teams, and invoicing.

• Act as the lead point of daily contact for any and all matters specific to assigned client accounts.
• Serve as a subject matter expert for a key client segment in G+D’s client portfolio and assist in shaping the client experience for this segment.
• Act as a liaison between assigned clients and the G+D team to provide first‑level client support, coordinating both internally and externally as required.
• Anticipate client needs based on market changes and payment association guidelines and plan to harmonize changes across impacted clients proactively and accordingly.
• Manage communication with the client and track work in progress (WIP) items on a G+D client dashboard; lead standing client calls to review and update all WIP items.
• Aggregate, monitor, analyze, and report performance metric results.
• Support new client onboarding activities, in collaboration with sales and other stakeholders.
• Facilitate and lead card and project design, technical, and implementation meetings, collaborating with SMEs as required.
• Coordinate and attend client business reviews, presenting details that illustrate account health and activity.
• Review forecasted volumes with actual orders and manage updates with clients, sales, demand analysts, and operations.
• Use the ERP system and other G+D tools to independently execute tasks and support communication and information gathering.
• Work with G+D systems such as JIRA and SAP to advise on change requests related to client requests or G+D‑driven changes affecting the client; ensure accuracy and completeness and consult where necessary.
• Establish IT development/project work‑back schedules through direct communication with the production IT, operations, and billing teams.
• Coordinate client on‑site visits for validations, audits, and/or tours ensuring all relevant departments are aware and can support client expectations.
• Manage the processing of client sales orders to include order confirmation and compliance verification for feasibility, product/material availability, schedules, and other relevant areas.
• Establish production and delivery schedules through direct communication with the planning and scheduling group or other G+D manufacturing facilities as needed.
• Support issuance requirements for client portfolios and assist clients to manage forecast and inventory to ensure no interruption to issuance.
• Support clients with inventory management by providing weekly or monthly inventory reports/order status reports as required.
• Assist with submission and acceptance of orders to and from the LB (Load Balancing) program to track orders with other G+D production sites, including any claim handling.
• Support the finance department for preparation of month‑end invoicing and validating correct pricing.
• Manage the end‑to‑end process of collateral procurement on behalf of clients (from PO requisition to proofing to invoicing).
• Verify pricing on client POs versus quotations and/or client contracts.
• Coordinate with internal shipping department to ensure accurate and on‑time delivery.
• Serve as first line of client support for incident reporting and incident management, following up and supporting to see the issue through prompt resolution.
• Work closely with the quality team to assist with client incident investigations, collaborating on root cause and corrective actions.
• Identify upsell and cross‑selling opportunities and refer them to sales.
• Demonstrate advanced and independent working knowledge and…