Client Success Manager II

Client Success Manager II (CSM II) The CSM II is responsible for providing the highest level of quality service, ensuring excellent internal and external communication to support our client's day‑to‑day requirements and specifications. The role seeks to understand client needs and suggests appropriate solutions, products, and services to best meet those needs in collaboration with Sales. The CSM II is responsible for successful execution of client projects and serves as the direct daily liaison between the client and internal stakeholders. The CSM II responsibilities include processing orders, inventory management, coordinating with other CSMs, production, scheduling, and logistics teams, and invoicing. The position requires direct interface with internal stakeholders across a variety of departments to ensure a timely, accurate, and excellent client delivery experience. A high level of responsiveness, attention to detail, and service is required for all duties. Duties and Responsibilities Act as lead point of daily contact for any and all matters specific to assigned client accounts. Serve as subject matter expert for a key client segment in G+D's client portfolio and assist in shaping the client experience for this segment. Act as liaison between assigned clients and the G+D team to provide first‑level client support, coordinating both internally and externally as required. Anticipate client needs based on market changes and payment association guidelines, and plan to harmonize changes across impacted clients proactively. Manage communication with the client and track work in progress (WIP) items on a client dashboard; lead standing client calls to review and update all WIP items. Aggregate, monitor, analyze, and report performance metric results. Support new client onboarding activities, in collaboration with Sales and other stakeholders. Facilitate and lead card and project design, technical, and implementation meetings, collaborating with SMEs as required. Coordinate and attend client Business Reviews, presenting details illustrating account health and activity. Review forecasted volumes with actual orders and manage updates with clients, sales, demand analysts, and operations. Use ERP systems and other tools to independently execute tasks and support communication and information gathering. Work with systems such as JIRA and SAP to advise on change requests related to client requests or G+D‑driven changes affecting the client; ensure accuracy and completeness. Establish IT development/project workback schedules through direct communication with Production IT, Operations and Billing teams. Coordinate client on‑site visits for validations, audits, and tours ensuring relevant departments can support client expectations. Manage processing of client sales orders including confirmation and compliance verification for feasibility, product/material availability, schedules, etc. Establish production and delivery schedules through direct communication with the planning and scheduling group or other manufacturing facilities. Support issuance requirements for client portfolios and assist clients to manage forecast and inventory to prevent interruption to issuance. Provide inventory management reports/ order status reports weekly or monthly, as required. Assist with submission and acceptance of orders to and from the Load Balancing program to track orders across G+D production sites. Support Finance for month‑end invoicing and validate pricing. Manage end‑to‑end collateral procurement on behalf of clients. Verify pricing on client POs vs. quotations and/or contracts. Coordinate with internal shipping to ensure accurate and on‑time delivery. Serve as first line of client support for incident reporting and management; follow up and support to resolution. Work closely with Quality to assist incident investigations, root cause and corrective actions. Identify upsell and cross‑selling opportunities for G+D products and services and refer them to Sales. Demonstrated advanced independent knowledge of end‑to‑end processes across varying client types. Demonstrated advanced independent knowledge of card body manufacturing and service bureau/fulfillment. Demonstrated ability to serve as thought leader, influencer and successful people manager in driving best practices. Demonstrated successful relationship management and ownership of complex, top‑tier clients. Qualifications & Skills Bachelor's degree, preferred. 5 years of client‑facing experience in a similar or related role. Excellent organization, planning, and multitasking skills with high attention to detail. Efficient communication skills and excellent command of English, both written and verbal. A self‑motivated team player able to collaborate effectively. Unfailingly civil and respectful to both internal and external clients. Self‑starter with strong problem‑solving skills and a continuous improvement mindset. Proficient independent user of Microsoft Office applications (Word, Excel, PowerPoint, Outlook). General understanding of ERP system functionality relating to order processing, inventory management, status monitoring and receiving. Flexible to work outside of standard business hours when needed and willing to travel up to 10%. Experience with SAP, strongly preferred. Card and/or payment industry experience, strongly preferred. Printing experience, strongly preferred. Benefits The pay range for this position is $64,000‑$80,000 and is eligible for an annual bonus. Eligible employees may receive medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401(k) with employer match, short and long term disability, life insurance, health care and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more. Giesecke+Devrient ePayments America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/​Sexual Orientation/Gender Identity. #J-18808-Ljbffr Giesecke+Devrient ePayments America, Inc.