Customer Success Manager

oia globalChicago, IL

yesterday

Occupations

Supply Chain Managers General and Operations Managers Logisticians

Industries

Process, Physical Distribution, and Logistics Consulting Services Computer Systems Design Services Administrative Management and General Management Consulting Services

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About the role

Customer Success Manager (Control Tower)

Location: 6300 North River Road, Rosemont, IL. Hybrid position, candidates must be within a reasonable commuting distance of the office.

Reporting to: Global Head of Supply Chain Solutions

We are looking for a Customer Success Manager to play a pivotal role in an exciting new journey for OIA Global. Working alongside the Program Manager, you'll help establish the operational foundation, governance framework, reporting structure, and customer engagement model that will drive long-term success. This is an opportunity to be part of a strategic customer program implementation from the beginning, helping shape processes, build relationships, solve complex supply chain challenges, and create a world-class customer experience.

What You'll Be Doing: As a Customer Success Manager, you will help shape and support a next-generation Control Tower operation for a strategic customer. Working alongside the Program Manager and cross-functional teams, you will champion customer success, drive operational performance, and proactively solve challenges to ensure the program delivers outstanding results from day one. You will:

Support the Control Tower Launch & Growth: Partner with the Program Manager to support the implementation and ongoing development of the Control Tower. Help establish KPIs, reporting, governance processes, SOPs, and customer review routines. Support onboarding, operational readiness, and continuous improvement initiatives.

Build Strong Customer Partnerships: Develop trusted relationships with customer stakeholders across operational and management levels. Act as a key day-to-day contact for operational performance and service-related matters. Proactively addressing customer needs and ensure timely communication and follow-up.

Drive Performance & Insights: Monitor customer KPIs and operational performance. Support regular business reviews and performance discussions. Identify trends, risks, and opportunities, providing actionable recommendations to improve outcomes.

Solve Problems & Improve Operations: Coordinate issue resolution, root cause analysis, and corrective actions. Partner with cross-functional teams to address operational, process, and system challenges. Drive a proactive approach to service excellence and continuous improvement.

Support Customer Growth: Identify opportunities to enhance customer value and operational effectiveness. Support commercial initiatives and solution development where appropriate. Collaborate with Sales and Commercial teams to contribute to the long-term success of the customer relationship.

Key Requirements:

This role requires a strong understanding of SAP-enabled order management and supply chain processes. Candidates without significant SAP order management experience are unlikely to be successful in this role.
Essential Experience 3+ year experience in Supply Chain, Logistics, 4PL, Control Tower, or Operations Transformation roles
Extensive SAP Order Management experience
Experience working across multiple regions and functions
Proven track record of managing and growing key accounts
Experience managing executive stakeholder relationships
Proven ability to manage risks, dependencies, and change in complex environments

Preferred Qualifications:

Bachelor's degree in Supply Chain, Logistics, Business, Engineering, or related fieldPMP, PRINCE2, MSP, or similar certification
Experience in AI infrastructure, technology deployment, manufacturing, inventory management, or global order orchestration
Exposure to 24/7 operational environments and Control Tower operations

Physical Requirements:

Sitting or standing for extended periods during office work or site visits
Ability to lift and carry up to 10 lbs.
Regular use of computer and telephone systems
Occasional use of stairs or extended walking across warehouse yards
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive. Duties and responsibilities may change based on business needs.
What we can offer you
At OIA Global, you'll have the opportunity to make a meaningful impact while developing your career in a collaborative, innovative, and customer-focused environment.
We offer:
Hybrid work schedule
Training and development
Friendly, fun and relaxed culture
Competitive remuneration and benefits package including bonus incentive
Access to OIA University 1000's of courses for personal and professional development

Milestone recognition and participation various employee recognition competitionsOIA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.

FLSA Status: ExemptReady to Make an Impact? If you're passionate about transforming supply chains, excel at leading complex programs, and have the SAP Order Management expertise to drive success, we'd love to hear from you. Click apply to go through to the OIA Global website for more details.

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JOB OVERVIEW

Experience level

Lead

Location

Chicago, IL

Occupation

Supply Chain Managers

Industry

Process, Physical Distribution, and Logistics Consulting Services

Posted

yesterday

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