Customer Success Manager Jobs in Rome, GA (NOW HIRING)

Job Title

Position Overview

Shaw Industries Group, Inc. is a wholly owned subsidiary of Berkshire Hathaway, and is a global leader in delivering carpet, hardwood, tile & stone, laminate, synthetic turf, and other specialty products to residential and commercial markets worldwide. We are committed to creating a better future for our customers, our people, our company, and our communities.

The Sr. Category Manager is responsible for driving go-to-market execution and product management initiatives that deliver profitable growth and maximize Net Divisional Contribution (NDC). This role leads product and brand strategy, assortment optimization, and performance analytics, while ensuring disciplined management of inventory, samples, and expenses. This leader will also own the commercial product line strategy and portfolio performance for Shaw's TotalWorx installation solutions portfolio, including floor prep, adhesives, underlayments, trims/transitions, wall base, stair systems, and after-care products, while ensuring strong supplier alignment, effective pricing strategies, and disciplined product lifecycle management. The position also plays a critical role in supporting the TotalWorx Commercial Director, Totalworx Marketing Manager, and Totalworx Solution Specialists, while aligning cross-functional teams to achieve business objectives.

This person will need to work in our Cartersville, GA office a minimum of 4 days per week.

Responsibilities

• Partner cross-functionally to drive growth and profitability across all TotalWorx categories, including GroundWorx, FinishWorx, CareWorx, LokWorx, and PrepWorx.

• Develop and execute a strategic roadmap to grow the TotalWorx portfolio across all Shaw Commercial sales channels.

• Contribute to the evolution of the TotalWorx business model, including ownership of quarterly and annual planning processes.

• Lead innovation and continuous improvement initiatives across product categories with a strong sense of ownership and urgency.

• Collaborate with global sourcing to identify and develop high-performing supplier partnerships, ensuring long-term value and competitive advantage.

• Partner with Marketing to align on product positioning, training, and go-to-market strategies.

• Engage directly with customers and field sales teams to gather insights, strengthen relationships, and develop programs that support customer success.

• Manage inventory performance, including forecasting, turns, and excess inventory reduction, in collaboration with sourcing and supply chain teams.

• Proactively identify and mitigate inventory risks, maximizing recovery on excess and obsolete stock.

• Participate in key industry events, markets, and customer engagements to stay informed on trends and build strategic relationships.

• Maintain consistent, high-impact communication with customers and sales teams across multiple channels.

• Establish and track sample inventory metrics to support sales effectiveness.

• Partner with Marketing Technology (Totalworx Marketing Team) to ensure strong digital integration and visibility across commercial platforms.

• Develop, maintain, and execute pricing strategies that are competitive, data-driven, and aligned with margin objectives.

• Define and monitor key performance metrics for the sales organization to drive accountability and results.

• Optimize product assortment to minimize SKU obsolescence while strategically managing product lifecycle transitions.

• Collaborate with Technical Services and Quality teams to ensure all products meet performance standards prior to launch and throughout their lifecycle.

• Maintain deep knowledge of the competitive landscape, including product features, performance, pricing, and sourcing.

• Ensure development of a New Product Introduction (NPI) process for all product launches.

• Serve as the subject matter expert for TotalWorx product categories, delivering ongoing training and education to commercial sales teams to enhance product knowledge and selling effectiveness.

• Develop and lead comprehensive training programs, including new product introductions and competitive positioning, to ensure commercial teams are equipped with up-to-date insights and tools.

• Collaborate closely with Sales Enablement and Marketing to create engaging training materials, digital content, and resources that support continuous learning and skill development.

• Facilitate regular knowledge-sharing sessions and workshops to communicate market trends, customer feedback, and product innovations, fostering a culture of expertise within the commercial organization.

Requirements:

• High School Diploma is required.

• Minimum (5) years of flooring experience is required

• Effective communication skills both verbally and written

• Ability to utilize relevant technology - proficiency in M365, TTR, Vista, PeopleSoft, EBX, Tableau, Microsoft BI, Widen, PDMS, Salesforce, Fusion

• Proven ability to deal professionally and confidently daily while building collaborative relationships with internal and external partners at various levels.

• Must possess strong organizational skills, take initiative, ownership, and accountability with the ability to work independently, meet deadlines, and honor commitments.

• Ability to think through problems to identify root cause issues and resolutions.

Preferred:

• College degree is preferred;

• Experience in a category, portfolio, brand strategy, or commercial growth role inside a flooring accessories / sundries manufacturer.

• Expertise with commercial flooring projects and installations.

• Experience across any of the of the following sundries product categories:

• Flooring preparation (levelers, patch, moisture mitigation); Adhesives; Cushion/Underlayment; Wallbase, trims, transitions, stair management systems; Aftercare products, cleaners

Competencies:

• Building Trusting Relationships

• Practice Entrepreneurial Behavior

• Drive Results

• Demonstrate Strategic Influence

Shaw benefits include:

• Medical, dental, and vision insurance

• Life insurance and disability coverage

• Tuition reimbursement

• Employee assistance program

• Health savings account

• Paid Time Off

• Parental Leave

• 401K and Retirement Plans

• Product discounts for employees

#LI-HB1

#ShawIND

Work Shift