Manager, Customer Success

Further your career at Ball, a world leader in manufacturing sustainable aluminum packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe
Ball is thrilled to receive Newsweek's 2023 Top 100 Global Most Loved Workplace award As a sustainable product leader, we have over 16,000 global team members. From endlessly recyclable aluminum cans, and cups, to aerosol bottles, our goal is to contribute to a better community, society, and world.
Primary Purpose Of This Position
The Manager, Customer Success is responsible for specific customer / group of customers and is the primary interface post-sale. This role executes the management of strategic supply chain functions within the executional horizon (0-90 Days), managing weekly customer facing SOE functions, responding to and facilitating resolution to any complaints or problems, maintaining and developing KPIs, templates, customer communications, attending customer meetings, process development, and capturing critical business intelligence pertinent to the business and the supply chain industry.

What will you be responsible for?

• Primary liaison and supporting resource for Commercial Key Account Managers and assigned customer to the Supply Chain organization, interacting as a cross functional partner at Ball (commercial, finance, quality, marketing) to ensure the customer receives the best customer service as a key customer of Ball.
• Builds relationships with external customer(s) in the executional horizon (0-90 days) when necessary to help provide analytical support to the customer, KPI insight and information, there may be day to day customer meetings that will be assigned to the customer success manager.
• Partners with commercial, marketing, supply planning, finance, and customers to conduct benchmarking exercises, development or improvements to the customer success role and / or its KPIs, process improvements and development. Creates positive conflict and opportunities to challenge process and structure internally that seeks to further grow and develop our ability to provide exceptional customer service.
• Reconciles customer volume increases or shift request across the various teams or may follow up on approvals required to ensure timely response is delivered to the customer. Identifies concerns or misalignment in executional forecasts at the item level detail to establish value added conversations and actions both internally and externally.
• Develops templates and brings a fresh perspective to existing process and procedures. An independent, self-motivated mind keen to support a highly visible portion of the Supply Chain Organization. Relentlessly utilizes tools, data, and systems to build and deliver business related messages to the customer in the spirit of collaboration and progress forward.
• Resolves a wide range of customer issues by partnering with OFS / PCM / Manufacturing / Quality /Commercial partners/Finance or Accounting / Master Supply Planners and others as necessary to resolve complex supply chain related issues as required for our customers to achieve success in their own business.
• Requires wide range of communication skills, including but not limited to power point, both written and verbal communication skills, excel, Qlik Sense, some ERP knowledge, knowledge of planning and or forecasting is helpful.
• Exercises critical thinking and problem solving skills as the primary point of escalation for customer related issues. Customer Success is the vehicle for post-sales contract implementation and execution. Customer Success Managers receive all complaints from commercial and are the point person to resolve all issues.

What are we looking for?

• Minimum of a bachelor's degree in Supply Chain, business, mathematics or related field
• Experience in customer service in a large, global or complex organization
• Ability to make detailed presentations of financial analysis on projects and a variety of business problems to top management.
• Ability to analyze and interpret data and make recommendations
• Strong ability to utilize Excel – competent with pivot tables, possibly macros, etc.
• Minimum of Advanced level of English.

Working Knowledge Of The Following Areas Desirable
Business principles, supply chain processes, financial modeling, Microsoft Word and Excel, Tableau, JDE Enterprise One, Oracle Value Chain Planning, and other applicable software applications.

Ball Corporation is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.
When you join Ball you belong to a team of over 16,000 members worldwide. Our products range from infinitely recyclable aluminum cans, cups to aerosol bottles that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging.

Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.

No agencies please.