What are the responsibilities and job description for the Client Success Program Manager position at AFL?
We are seeking a Client Success Program Manager to join our Data Center/AI team. This position will be working on a hybrid schedule from our Dallas, TX or Duncan, SC location!
The Program Manager is responsible for organizing and leading a cross-functional team, consisting of Customer Service, Scheduling, Material Planning, Purchasing, Logistics and Manufacturing, to meet Client’s expectations on deliveries, as well as resolving logistical and operational issues in timely manners. Overall, the Client Success Manager will lead the organization through improved white glove customer service and support, providing increased Client satisfaction.
What We Offer:
- Flexible time off policy
- Hybrid work schedule and possible remote to qualifying employees
- 401K Company match (up to 4% - dollar for dollar)
- Professional development, training, and tuition reimbursement programs
- Excellent medical, dental, vision, and life insurance policy options
- Opportunities for career advancement with an industry leading company!
Responsibilities
- Creates reporting formats and delivers reports to key clients. Such reports may include delivery performances, quality metrics, inventory risks, manufacturing capacities, etc.
- Creates reporting formats and delivers reports to internal management team, including the Department Managers, Product Managers, Data Center Sr. Vice President and the Products Solution President, related to the performance of key Client accounts. These reports may include monthly highlights, inventory, lead times, on-time-delivery metrics, client complaints, revenues, bookings, backlogs, etc.
- Establish with Product Managers and Department Managers key metric objectives, and coordinate with cross-functional team members to achieve such objectives
- Run production meetings with cross-functional team, consisting of Customer Service, Scheduling, Material Planning, Purchasing, Logistics and Manufacturing
- Resolve problems related to logistics, customer service and support
- Understand and recommend improvements to Department Managers to achieve objectives for key metrics
- Escalate issues in operations that will detrimentally affect client satisfaction to respective Department Managers
- Key internal contact for clients, providing white glove service and support
Personal Qualities
- Strong sense of ownership and accountability
- Exhibits a strong preference for organization, planning, and efficiency
- Self-motivated
- Strong interpersonal and report writing skills
- Ability to work independently
- Must have a strong interest in servicing the clients
- Ability to lead cross-functional and cross-cultural team
- Must have a strong interest in operation excellence, performance metrics and data analysis
Qualifications
- 4-year college degree in any discipline or equivalent work experience
- Minimum of 8 years of working experience
- 4 to 8 plus years of Supervisory/Leadership position in Customer Service is preferred
- 4 to 8 plus years of project management experience
- Excellent oral and written communications skills
- Some travel to meet with clients and some travel to overseas manufacturing facilities when necessary
- Advanced/Expert level of MS Excel; proficient usage of additional MS Office Products (Word, PowerPoint, Outlook, and Teams) Power BI knowledge a plus