Senior Customer Success Specialist

MultiSource Manufacturing LLC is a customer-focused contract manufacturer working to provide high quality engineering and fabrication services. We strive to be a comprehensive resource for all the services you need from hands-on project management to industry standardized installation. For precision machining to complete assembly, MultiSource is your one-stop-shop for quality, efficiency, and excellence in manufacturing.

Position Purpose

The Senior Customer Success Specialist owns the day-to-day customer experience for assigned accounts in a high-mix, precision contract manufacturing environment serving aerospace, defense, and medical device customers. This role connects customer requirements with production, planning, engineering, quality, and commercial teams to protect delivery performance, maintain strong relationships, and support profitable account growth. The position requires sound judgment, urgency, technical manufacturing fluency, and the ability to navigate changing demand, complex components, and stringent customer requirements.

Essential Responsibilities

Customer Ownership & Communication

Serve as a primary point of contact for assigned customers; build credibility through responsive, accurate, proactive communication.

Manage purchase orders, demand forecasts, order status, schedule changes, expedites, returns, and customer escalations; communicate commitments and risks early.

Translate customer priorities into clear actions for site planning, operations, quality, engineering, and account management; close the loop with customers.

Maintain customer scorecards and monitor on-time delivery, responsiveness, and other account-specific performance expectations.

Contract Manufacturing Execution

Understand the flow from RFQ and new product introduction through first article/qualification, production release, repeat orders, and delivery.

Coordinate customer-driven changes to specifications, revisions, quantities, and delivery dates; ensure the appropriate internal teams review feasibility and impact before commitments are made.

Identify capacity, material, supplier, quality, and scheduling risks; facilitate timely recovery plans with accountable owners.

Support prototype and new product launch activities, including clear communication of customer milestones, documentation needs, and transition to production.

Commercial & Cross-Functional Partnership

Partner with Account Managers to support account plans, customer retention, opportunity identification, and sustainable, profitable growth.

Escalate pricing, scope, lead-time, or service concerns when changes could affect margin, customer commitments, or contractual requirements.

Provide concise updates on account health, forecasts, delivery risks, customer feedback, and corrective actions; collaborate across MultiSource sites.

Coach teammates and share best practices as appropriate; contribute to process improvement and reliable customer service workflows.

Required Qualifications

Required: 5+ years of customer-facing account management, customer success, program coordination, or customer service experience in contract manufacturing / build-to-print manufacturing.

Required: Direct experience supporting complex manufactured components or assemblies, preferably precision machining, with working knowledge of production scheduling, lead times, engineering changes, quality requirements, and customer delivery commitments.

Demonstrated ability to manage multiple active customer orders and priorities, resolve escalations, and communicate confidently with operations and technical stakeholders.