Nikki Grillo

About Nikki Grillo

Over 25 years of professional work experience; BSBA in Marketing. Over 15 years of People Management experience; As well as experience in Project Leadership/Management, Sales, Operations, Marketing, Merchandising, Product Placement/Selection, Color/Pattern Trends and Customer Service

Experience

1. Customer Success Manager

   Grainger

   Jun 2025 — Present

   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. CSMs focus on building customer relationships, identifying workstreams for value delivery and cost savings, and advising customers on change management strategies to achieve the customers goals and initiatives. CSMs support our Sales strategic mindset to drive the value & benefits of our largest most complex contracts forward! CSMs are the Voice of the Customer! • Develop and maintain strong c-suite level relationships while 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• 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 value added recommendations

Education

• Edinboro University of Pennsylvania

  Bachelor of Science Business Administration, Marketing

  1997 — 2001