Customer Success Manager

Work Location Type:Onsite

About Grainger:

W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenances, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment,Zoro.comoffers customers access to more than 14 million products, andMonotaRO.comoffers more than 24 million products. For more information, visitwww.grainger.com.

Compensation

The anticipated base pay compensation range for this position is$93,800.00 to$156,400.00.

Rewards and Benefits:

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger's benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

The Customer Success Manager is responsible for ensuring customer satisfaction by maximizing the value of the formal relationship and/or contract to build long term loyalty. They will focus on building customer relationships, identifying workstreams for value delivery and cost savings, facilitating resource management to ensure a exceptional and timely execution of initiatives, building and launching value added programs and advising customers on change management strategies to achieve the customers goals and initiatives.

You will partner directly with Sales on developed customer contract strategies and deployment plans. The CSM will serve as a trusted advisor, helping customers to navigate our products and solutions while learning about their business, process and operations. The CSM will facilitate contact expansion activities across multi divisional customers and support the launch of value-added programs and initiatives. You will report to the Senior Manager, Functional Operations.

• Develop and maintain strong c-suite level relationships across multiple customer departments/divisionswhile gaining a deep understanding of their needs
• Collaborate with customer to develop multi-year strategic plans with milestones and KPI's that drive mutual value for the customer and Grainger
• A liaison among customer divisions to help manage internal challenges
• Assist key contacts in the development of internal business cases to gain support and approvals for key initiatives
• Assist customers in the implementation and adoption of services and solutions to achieve their desired outcomes
• Stay aligned with sales partners on contract performance metrics and strategies
• Identify customer needs and collaborate with Sales and/or other operating partners to provide solutions to meet those needs
• Lead as Grainger Network Advisor
• Develop and implement customer service strategies to improve customer satisfaction
• Monitor customer feedback and provide feedback to the appropriate departments
• Collaborate with Sales to identify opportunities for growth
• Serve as a voice of the customer, advocating for their needs, and driving customer centric initiatives
• Facilitate the build and launch of value added programs that support the customer's goals
• Through the use of systems, technology, and other resources, achieve efficiencies in business practices and processes
• Stay up to date on industry trends, market insights, and competitor activities
• Convert insight experiences into vale added recommendations

You Have:

• 5+ years in a role directly supporting sales
• Proven success in Change Management
• Ability to align cross-functional work groups to create and execute integrated plans
• Project management skills and expertise to drive successful implementations
• Must have demonstrated strong problem-solving skills, the ability to manage customer expectations based on the business' capabilities and the ability to influence others at various levels of management
• Strong process and organization orientation
• Demonstrated ability to influence and lead high-performance team projects and other strategic problem-solving sessions.
• Excellent interpersonal skills, demonstrated by success in persuading and influencing others without formal authority

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.

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