Strategic CSM: BOM & Global Programs

Phoenix-Contact; Harrisburg (Dauphin County); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k Matching

Generous PTO

Maternity/Paternity Leave

On-site Gym

Job summary

Phoenix Contact is seeking a Customer Success Manager to align customers with sales, operations, sourcing, engineering, and other internal teams for complex data center initiatives. You will drive customer satisfaction, program execution, and operational alignment across global regions.

The role emphasizes cross-functional leadership, demand planning, and strategic advisory responsibilities, while remaining an individual contributor with no direct reports.

Qualifications

• Bachelor’s degree required in business, supply chain, engineering, or related field.
• 5+ years of experience in customer operations, project management, or supply chain roles.
• Strong knowledge of BOM management, tier 1 supplier networks, and S&OP processes.

Responsibilities

• Serve as primary contact for BOM management, Tier 1 network sourcing strategies, customer demand planning, and operational execution for assigned accounts.
• Coordinate with Data Center KAMs, customers, and internal stakeholders to understand project specifications and changes to BOMs.
• Lead cross-functional planning to ensure alignment of requirements, sourcing, production capabilities, and business objectives.
• Analyze forecast data to identify trends, risks, opportunities, and BOM changes affecting operations.
• Translate demand to MPO planning, sourcing strategies, capacity planning, and operations decisions.
• Monitor forecast accuracy and communicate significant shifts to stakeholders.
• Coordinate cross-functional planning among Sales, Operations, Supply Chain, Engineering, Manufacturing, Sourcing, Product Management, and Customer Success.
• Serve as trusted advisor balancing customer expectations with operational goals.
• Build strong customer relationships through proactive communication and deep understanding of needs and priorities.
• Lead customer-facing discussions on demand planning, readiness, order fulfillment, and escalation management.
• Manage escalations through established channels to resolve POs, delivery, and sourcing issues.
• Proactively manage open orders and service requests to ensure high-quality customer experience.
• Identify and mitigate risks impacting program success and customer satisfaction.

Skills

Project management

Stakeholder management

Customer relationship management

Demand planning

Cross-functional collaboration

Data analysis

Education

Bachelor’s degree in Business, Supply Chain, Engineering, or related field

Tools

ERP systems

Forecasting tools

CRM systems

Job description

Phoenix Contact is seeking a Customer Success Manager to align customers with sales, operations, sourcing, engineering, and other internal teams for complex data center initiatives. You will drive customer satisfaction, program execution, and operational alignment across global regions.

The role emphasizes cross-functional leadership, demand planning, and strategic advisory responsibilities, while remaining an individual contributor with no direct reports.