Client Success Manager II

Client Success Manager II (CSM II)

The CSM II is responsible for providing the highest level of quality service, ensuring excellent internal and external communication to support our client's day‑to‑day requirements and specifications. The role seeks to understand client needs and suggests 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 CSM II responsibilities include processing orders, inventory management, coordinating with other CSMs, production, scheduling, and logistics teams, and invoicing. The position requires direct interface with internal stakeholders across a variety of departments to ensure a timely, accurate, and excellent client delivery experience. A high level of responsiveness, attention to detail, and service is required for all duties.

• Act as lead point of daily contact for any and all matters specific to assigned client accounts.
• Serve as 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 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.
• Manage communication with the client and track work in progress (WIP) items on a 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 illustrating account health and activity.
• Review forecasted volumes with actual orders and manage updates with clients, sales, demand analysts, and operations.
• Use ERP systems and other tools to independently execute tasks and support communication and information gathering.
• Work with 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.
• Establish IT development/project workback schedules through direct communication with Production IT, Operations and Billing teams.
• Coordinate client on‑site visits for validations, audits, and tours ensuring relevant departments can support client expectations.
• Manage processing of client sales orders including confirmation and compliance verification for feasibility, product/material availability, schedules, etc.
• Establish production and delivery schedules through direct communication with the planning and scheduling group or other manufacturing facilities.
• Support issuance requirements for client portfolios and assist clients to manage forecast and inventory to prevent interruption to issuance.
• Provide inventory management reports/ order status reports weekly or monthly, as required.
• Assist with submission and acceptance of orders to and from the Load Balancing program to track orders across G+D production sites.
• Support Finance for month‑end invoicing and validate pricing.
• Manage end‑to‑end collateral procurement on behalf of clients.
• Verify pricing on client POs vs. quotations and/or contracts.
• Coordinate with internal shipping to ensure accurate and on‑time delivery.
• Serve as first line of client support for incident reporting and management; follow up and support to resolution.
• Work closely with Quality to assist incident investigations, root cause and corrective actions.
• Identify upsell and cross‑selling opportunities for G+D products and services and refer them to Sales.
• Demonstrated advanced independent knowledge of end‑to‑end processes across varying client types.
• Demonstrated advanced independent knowledge of card body manufacturing and service…