What are the responsibilities and job description for the Customer Program Manager (US) position at r-pac CNCT?
Role Description
Our fast-growing company is looking for a Customer Program Manager to support the Customer Success team with onboarding new customers and managing existing customers. A successful candidate will have experience in project management, strong interpersonal and organizational skills, and a keen attention to detail. Success in this role will be measured by the ability to quickly understand our solutions, bring technical expertise to our company, work well in a team environment, and provide value for our customers. Applicants interested in fostering long-term relationships with clients and our company will receive top priority in the selection process.
Executing Customer Programs
Our fast-growing company is looking for a Customer Program Manager to support the Customer Success team with onboarding new customers and managing existing customers. A successful candidate will have experience in project management, strong interpersonal and organizational skills, and a keen attention to detail. Success in this role will be measured by the ability to quickly understand our solutions, bring technical expertise to our company, work well in a team environment, and provide value for our customers. Applicants interested in fostering long-term relationships with clients and our company will receive top priority in the selection process.
Executing Customer Programs
- Gather and analyze all business and project requirements from customers
- Coordinate all appropriate resources to execute the strategic account plan including assigning roles, expectations, responsibilities and timelines
- Conduct meetings and document action items to feed into the overall project plan
- Motivate key contributors across multiple functions including engineering, product development, and sales operations to deliver the highest level of quality
- Assist with project plans and schedules to ensure project completion is on time, within scope and within budget
- Collect all necessary assets, including master data, packing, shipping information
- Assist customers and Customer Success team in configuring settings and options in the relevant platforms
- Coordinate testing and QA when appropriate to ensure customer specifications are met
- Act as an internal advocate for the customer
- Monitor performance of rollouts to ensure successful execution
- Communicate with Sales and Customer Success teams regarding performance of projects
- Work with the business on reporting requirements and package up customer deliverables according to contractual requirements
- Help create documentation, screenshots and tutorials for customers
- Assist customers with configurations, settings and updates to their programs
- Answer any customer questions and help address any issues as they arise in a timely manner
- Make necessary changes requested by customer or Customer Success team
- BA/BS degree in related field, or combination of relevant education and work experience
- 2-4 years of relevant experience at a software / hardware company
- Experience in a technical role is preferred but not required
- Experience with supply chain / traceability software is preferred but not required
- Exemplary verbal, written communication, and analytical skills
- Ability to communicate succinctly over the phone and via email
- Able to work independently, initiate their own projects as needed to streamline their workload, understand the business process and work in a team environment
- Extremely detail oriented
- Capacity to manage multiple projects with tight deadlines; working after hours to meet proposal and project deadlines if needed
- Ability to manage and prioritize several tasks and requests at once
- Learns quickly, asks questions, wants to understand their responsibilities and the industry
- MS Office Suite (Word, Excel, PowerPoint, Outlook)
- Experience with HTML, and graphic tools, such as Photoshop preferred, but not required
- Hubspot CRM