What are the responsibilities and job description for the Customer Success Representative position at LEDVANCE?
LEDVANCE is a worldwide leader in innovative lighting products as well as intelligent and connected lighting solutions (Smart Home). The company emerged from the classical lighting business of SYLVANIA and combines traditional general illumination with modern, forward-looking lighting technology.
LEDVANCE has very stable, long-standing customer relationships and a powerful distribution network with excellent market access around the globe. We know all the requirements of the general illumination market and cater for the individual demands of our direct and indirect customers.
We are seeking a proactive and analytical Customer Success Representative to manage and grow our key customer accounts. In this role, you will act as a strategic partner to our key US & Canada Trade, Retail, and Ecommerce Customers. You will collaborate cross-functionally to ensure customer success while identifying opportunities for growth, efficiencies and optimization.
Key Responsibilities Include:
- Oversee day-to-day account management activities, ensuring accuracy, responsiveness, and high service levels
- Manage and support Key Accounts across multiple channels, including Retail Managed Accounts, Key Trade Accounts, and Ecommerce customers
- Manage ongoing relationships with third-party networks and platforms (e.g., Rithum, SPS Commerce), ensuring data accuracy, order flow, and issue resolution
- Provide project and order support, coordinating internally to ensure timely execution, fulfillment, and customer satisfaction
- Support Made-To-Order (MTO) and Poles programs by coordinating requirements and ensuring alignment between customer needs and internal teams
- Help to maintain and update Customer Master data, ensuring accuracy across systems, platforms, and reporting tools
- Meet or exceed performance metrics such as response time, customer satisfaction, and quality standards
- Maintain a positive, empathetic, and solution-oriented approach in all interactions
Qualifications Include:
- High School diploma plus minimum 3 years relevant experience required. AS preferred.
- Excellent verbal and written communication skills
- Strong analytical skills with the ability to interpret data and translate insights into action
- Experience managing key or strategic customer accounts
Preferred Skills & Competencies:
- Strategic thinking with a customer-first mindset
- Ability to manage multiple accounts and priorities effectively
- Strong problem-solving and critical thinking skills
- Advanced experience with Excel preferred
Other:
- Relocation and/or work sponsorship are not available with this position.
- Hours are Monday - Friday, 8:00 to 5:00 PM, with up to three days per week remote.