Customer Success Manager

Role Summary

The Customer Success Manager will act as the primary point of contact for SKD Leathers most valued clients, ensuring seamless communication and top-notch service. The role requires strategic collaboration with internal teams to maintain quality standards, manage timelines, and deliver on client expectations.

Key Responsibilities

1. Client Relationship Management
• Serve as the primary liaison for high-value corporate accounts, ensuring client needs are understood and fulfilled.
• Build and sustain long-term relationships with client stakeholders.
• Provide regular updates on order progress, delivery schedules, and quality checks.
2. Operational Coordination / Quality Assurance
• Oversee the lifecycle of client orders, ensuring adherence to agreed timelines and specifications.
• Collaborate with production and quality teams to meet and exceed client expectations.
• Address and resolve any operational issues promptly.
• Lead efforts to address and rectify any quality deviations, providing timely resolutions.
3. Performance Tracking and Reporting
• Monitor key metrics such as on-time delivery, quality consistency, and client satisfaction.
• Prepare regular reports for internal reviews, highlighting performance and areas for improvement.
4. Client-Centric Solutions
• Actively identify opportunities to introduce innovative materials or processes that enhance the client’s product offerings.
• Gather feedback from the client to inform internal improvements and new product development.
5. Market Insights and Collaboration
• Stay abreast of market trends in leather goods and the watch industry to anticipate client needs.
6. Business Development and Account Growth
• Explore opportunities to expand the scope of services or product offerings with existing clients.
• Support in generating open PO’s or contract renewals.