Century Supply Chain Solutions

Customer Success Manager

• Provide strategic-level program management for Century and its customers
• Oversee operations, customer management, IT project development, and ongoing support for VIZIV® and its modules
• Support the customer relationship with Amazon
• Lead internal departments and external customers to improve knowledge, efficiency, and customer satisfaction
• Own assigned customer accounts and support retention
• Develop and maintain supply chain best practices and long-term strategies
• Attend customer visits, operational reviews, customer calls, meetings, and QBRs
• Identify workflow inefficiencies and streamline processes through VMS use or integrations
• Maintain SOPs, customer addendums, roadmaps, and account documentation
• Escalate critical operational issues and communicate meeting outcomes to relevant teams
• Identify customer requirements and design process and IT solutions
• Manage feature, report, module, and enhancement requests from scope through delivery
• Create project documentation, specifications, timelines, training materials, and support documentation
• Investigate and resolve technical issues, manage Help Desk tickets, and configure customer views and systems
• Manage customer interfaces and investigate internal back-end systems
• Prioritize critical issues to minimize customer workflow disruption
• Manage assigned staff, monitor progress, resolve conflicts, and provide feedback
• Train, mentor, motivate, and develop team members
• Make staffing and resource recommendations and conduct performance appraisals
• Foster collaboration, teamwork, knowledge sharing, and effective team interaction

Program Manager – Customer Success

• Build trusted working relationships with customer stakeholders through clear communication, responsiveness, reliability, and accountability
• Own the operational health of assigned customer programs by monitoring workflows, identifying issues early, and ensuring execution aligns with customer SOPs and expectations
• Develop an understanding of customer supply chain processes and resolve operational disruptions or inefficiencies
• Investigate operational and technical issues by analyzing system activity, data flows, and operational processes
• Identify root causes, implement practical solutions, and escalate complex issues while maintaining ownership of resolution and communication
• Translate customer operational challenges into system requirements, enhancements, reports, or configuration updates within the VIZIV platform
• Support testing and validation of system improvements
• Ensure operational deliverables, data flows, and system configurations remain accurate and compliant with customer SOPs
• Monitor system performance, reports, and interfaces
• Support customers and vendors using the VIZIV platform through guidance, troubleshooting, documentation, and training
• Manage user access, configurations, and workflows
• Collaborate with operations, IT, reporting, and customer strategy teams to address issues and improve processes
• Share insights, best practices, and operational knowledge with teammates
• Identify opportunities to streamline workflows, reduce manual effort, and improve system functionality or operational efficiency
• Continuously deepen knowledge of supply chain operations, logistics technologies, and Century systems

Program Manager – Customer Success

Program Specialist – Customer Success