Customer Success Manager

At Greene, Tweed, you'll find the cutting-edge technology, world-class polymer expertise and endless advancement opportunities you'd expect from a multi-national industry leader. You'll find them all in an environment that embraces diversity in people and opinions, moves decision making to the point of impact, and celebrates your success.

If you enjoy continuous learning and are excited about working with and creating technological solutions, explore career opportunities with Greene, Tweed.

Essential Duties/Responsibilities:  

Customer Advocacy: Champions customer needs and concerns within GT to ensure the VOC is present in actions that impact the customer relationship. Actively monitor customer scorecard and GT loyalty scores; Champion and track actions to improve.                                                                                      

Contract & Pricing Management:  Successfully manage contractual obligations and customer expectations.  Monitor expiration date and coordinate functional teams in support of renewal activities.  Manage & support assessment and implementation of price increases in line w/ global agreement.                                                                                          

Supplier Portal:  Support Account Manager in Supplier Portal negotiations and cost analysis.  Work cross functionally to coordinate portal training and expectations.  Review Portal dashboards/scorecards and costs monthly and share date with account team.  Identify if any Portal data is valuable for internal analytics and work with appropriate analysts to incorporate into internal data.                                                                                                                                           

Demand Planning: Routinely provides updated order and volume forecasts into GT production planning process.  Manage supply and capacity disruptions with customer commodity or materials teams to maintain/achieve preferred supplier status.                                                                                                                                                        

Complaint Resolution:  Serve as the liaison between the customer and GT's internal complaint resolution process ensuring prompt and satisfactory resolution.                                                                                         

Vendor Programs:  Oversee commercial aspects of any managed inventory program and facilitate decision making for any 'part number additions’.                                                    

Supplier Surveys & Audits: Facilitate completion of supplier survey and coordination of any requested supplier audits with a goal of 'top ranking' for the commodity.                                                          

Change Notifications:  Effectively navigate customer organization to obtain requisite sign-off to changes in material, manufacturing sites, etc.                                                 

Required Minimum Qualifications

Education/Certifications: 

• 5-10 years Customer Service, Sales Support, Sales, or similar customer-facing experience.
• Associate or Bachelor’s degree

Skills and Experience: 

• Semiconductor Industry Experience is required
• Time Management
• Strong communication and collaboration
• Past experience in a customer-facing role, preferably
• Ability to manage complexities
• Project Management

Job Environment:

Physical Requirements:          

            Standing                                   Occasionally (16-45%)

            Sitting                                      Frequently (46-100%)

            Lifting                                      Up to 25lbs without assistance

            Carrying                                   Up to 25lbs without assistance

            Walking                                   Occasionally (16-45%)

            Hearing                                     Ability to detect noises with or without corrective device(s)

            Vision                                      Clarity of vision, with or without corrective lenses

Mental Requirements:            

            Problem Solving                       Frequently (46-100%)

            Making Decisions                     Ability to make decisions that have a significant impact

            Supervise                                  Occasionally (16-45%)

            Interpret Data                           Frequently (46-100%)

            Organize                                   Frequently (46-100%)

            Read/Write                               Frequently (46-100%)

            Communication                        Frequently (46-100%)

Work Environment

            High Temperatures                   Rarely (0-15%)

            Low Temperatures                    Rarely (0-15%)

            Noises                                      Moderate (business office with computers, printers and light office noises)

            Fumes Exposure                       Rarely (0-15%)

Required Minimum Qualifications 

• This position requires U.S. Person status as defined by applicable law for authorized access to data controlled under the International Traffic in Arms Regulations (ITAR).  A U.S. Person includes U.S. Citizens, U.S. Nationals, lawful permanent residents, and workers granted refugee or asylum status in the United States.  

Note:  This Job Description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by the Supervisor.  All requirements are subject to change and updates.

We also provide eligible employees with a competitive benefits package that includes health insurance, flexible spending accounts, health savings account, 401k savings plan, life and disability insurance, tuition assistance and more, to meet the diverse needs of all employees and their family members.

Equal Opportunity Employer:

Greene, Tweed is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, physical or mental disability, veteran status, or any other federally protected class.

Drug Free Workplace:

Greene, Tweed is a Drug Free Workplace.  Employment is contingent upon successful completion of a pre-employment drug screening and background investigation subject to federal, state, and local laws.

NOTE: Greene, Tweed is not seeking assistance or accepting unsolicited resumes from search firms for employment opportunities, unless they have a written agreement for the position they are contacting us about. Regardless of past practice, all resumes submitted by search firms to any employee at GT without a valid written search agreement in place for that position will be deemed the sole property of Greene, Tweed, and no fee will be paid in the event the candidate is hired by Greene, Tweed as a result of the referral or through other means.