Customer Program Manager Job Description

Customer Program Manager Job Description

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Customer program manager provides market requirements for new product development to Marketing and coordinate regional sales support for product launches.

Customer Program Manager Duties & Responsibilities

To write an effective customer program manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer program manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Design and manage marketing processes, roster tracking, course evaluations, reporting and creation of presentation materials
Interacting with internal and external stakeholders to think through define, and build programs that impact customers worldwide
Demonstrating strong inter-personal skills to engage with senior executives and influencing a diverse audience including internal stakeholders like software development teams, fulfillment centers, customer service and retail business groups
Lead a team of remote field specialists to meet our goals
Act as a communication focal point to the internal and external customer, maintaining regular follow-up, status reviews, including but not limited to the timely resolution of TRAFs, production delivery issues, that may impact customer satisfaction
Responsible for customer scorecard for assigned products and/or key customer accounts
Prepare a scope statement clearly identifying deliverables for the redesign or design improvement initiatives
Plan and organize team meetings
Support the design-in and qualification process at key customers and enablers
Provide documentation and training internally and externally as required

Customer Program Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Program Manager

List any licenses or certifications required by the position: PMP, PMI, PGMP, ITIL, COPC, IAOP, AWS, ACP, PRINCE, ISO27001

Education for Customer Program Manager

Typically a job would require a certain level of education.

Employers hiring for the customer program manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Engineering, Project Management, Education, Computer Science, Marketing, Management, MBA, Technical, Business/Administration

Skills for Customer Program Manager

Desired skills for customer program manager include:

Manufacturing process
Product pricing
Schedules and scheduling requirements
Customer support
Market sizing
Marketing
Marketing communications
Political/legislative requirements
Pricing
Product launch

Desired experience for customer program manager includes:

Previous experience with prototyping software (Axure, Balsamiq, iRise) is a plus
Salesforce Service Cloud experience is a plus
General understanding of call center-related tools and processes is a plus
Prefer 5 years of experience in customer or product development in engineering, program management, sales or supply chain
Project Management Professional certificate preferred
Individual must demonstrate an ability to build teams, improve process, communicate and drive action cross functionally

Customer Program Manager Examples

1

Customer Program Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer program manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer program manager
  • Lead a team of project managers to plan and manage project work supporting business and technical needs
  • Ensure project managers are trained and following Lennar PMO processes
  • Create and oversee the financial budgets for projects in the program including detailed working schedules, ROI’s, operating cost models, adoption metrics
  • Monitor project milestones and phases to ensure work progress is on schedule and any change orders are required, justified, approved, and reasonable
  • Assist in working with other Program Managers to establish and enforce processes within the PMO
  • Establish and manage client expectations specific to the project
  • Oversee cross-functional projects and exhibiting an understanding of critical cross module integration points
  • Communicate project direction, approach, priorities, events and status to all project resources and business sponsors
  • Mitigate project risks and managing issues
  • Monitor all metrics related to staffing and utilization
Qualifications for customer program manager
  • Previous experience managing a retail loyalty program and/or credit card program preferred
  • Experience working and partnering across internal and external organizations (This role will be the primary interface to the issuing bank, QVC’s credit card team and internal stakeholders)
  • Proven track record of moving quickly and delivering results in an entrepreneurial environment
  • Exceptional analytical, organizational, interpersonal, and problem-solving skills Outstanding verbal and written communication skills
  • Keen attention to detail and ability to dive deep matched with the ability to think big
  • Proficiency with spreadsheet, analytics and database software (Excel, Minitab, ) is required
2

Customer Program Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer program manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer program manager
  • Promote feedback from participants and assist them in linking to follow-up activities to take advantage of the excitement generated by the events
  • Stay in tune with the ever-changing world of CS through meetings and interactions with Site, Operations, and Knowledge Management leadership for broad CS knowledge
  • Act as a collaborator and consultant for facilitators at regional contact centers, global C2 colleagues
  • Certify new program facilitators through train-the-trainer methodology
  • Participate in and/or own C2 instructional design
  • Manage projects and processes as needed
  • Establishes and maintains the channels of communication necessary to assure timely customer and business awareness of project progress/issues
  • Works with the Business unit to evaluate and prioritize individual customer programs and schedule requirements
  • Develop and lead key initiatives in support of OEM and HON customer satisfaction measurements
  • Manage compliance with Product Support Agreements including flow down of requirements to the organization and progress reporting to OEM when contractually required
Qualifications for customer program manager
  • Expertise with MS Excel and PowerPoint capabilities and related data manipulation is must
  • Basic understanding of SQL, expert in Microsoft Excel
  • Strong negotiator and experience of successfully closing vendor contracts
  • Experience working within the transportation delivery industry and has expertise and a solid understanding of carrier operations are advantageous
  • A self-starter who possesses intellectual curiosity
  • Ability to effectively utilize data to make sound business decisions and influence leaders
3

Customer Program Manager Job Description

Job Description Example
Our growing company is looking for a customer program manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer program manager
  • Building and executing on a closed-loop feedback and improvement process across all channels where feedback is received on support (including CSAT, DSAT, verbatims, Wave results, feature requests)
  • Create and manage launch plans
  • Work with Customer Success Operations to ensure operational aspects of new service offerings have been defined and implemented (e.g., quoting, T&Cs, billing)
  • Play an instrumental role in helping Puppet achieve key targets including services revenues, services attach, open source conversions and successful deployment/engagement metrics
  • Become an internal expert on the InMoment NLP platform – the intake process, insight generation, downstream workflow, action planning, Build strong working relationships with InMoment partners
  • Be comfortable with the data – immerse yourself in feedback regularly
  • Predominantly an internal resource
  • Provides pre and post-customer service and support
  • Coordinates with various functions within the company, including NPI, operations, engineering, and quality managers to ensure customer requirements are handled appropriately
  • Maintain Customer Dashboards, scorecards and UCT ERP system
Qualifications for customer program manager
  • Ability to put together impactful program reviews that can influence project's plans priorities to the benefit of the customer
  • Ability to build trusted working relationships with customers and colleagues
  • Demonstrate ability to manage indirect resources across the company, and all the business elements required to succeed in a high exposure/pressure environment
  • Must be experienced with working with cross-functional, virtual teams in remote locations and varying time zones
  • Masters in Management or an MBA is preferred
  • Deep understanding of General Motors internal processes preferred
4

Customer Program Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer program manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer program manager
  • Help functional directors define and drive requirements for executive dashboards and reports, manage dependencies
  • Create and train staff on new policy and procedure documents ensuring consistent execution within the operations
  • Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to internal customers
  • Manage risks and resolves issues that affect project scope, schedule and quality
  • Measure and monitor progress to ensure projects – and releases are delivered on time and within time
  • Communicate all key project plans, commitments, and changes including requirements, customer status and plans, schedule, and scope changes
  • Must be assertive in developing and applying structure and process where it may not exist today
  • Design and manage program elements (such as accommodations, ground transportation and food/beverage) for strategic company meetings and events
  • Develop and refine department best practices
  • Improve and streamline work processes
Qualifications for customer program manager
  • 2+ years of experience in operations, analytics, supply chain, and vendor management
  • 3+ years of experience in operations, analytics, supply chain, and vendor management as a program manager
  • Working understanding of agile methodology
  • Experience solving complex transportation problems
  • Must have worked in an environment where sales centric goal is present
  • Minimum 3 years blended customer service and sales experience in a call center environment
5

Customer Program Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer program manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer program manager
  • Be willing to participate – with the SDDC Customer Reference focus – in other customer marketing programs and initiatives
  • Observe procedures and make appropriate suggestions and recommendations for improving techniques, policies, and procedures
  • Identify appropriate project management methodology and timeline to implement and expand commercial service offering
  • Simultaneously manage multiple project assignments, timelines, and goals in an effort to deliver business results
  • Serves as main liaison between Customer and the GBU
  • Works closely with Customers to determine solutions needs
  • Plans and manages schedule for the delivery of products and solutions
  • Tracks customer issues and drives them to resolution
  • Identifies and communicates Technology and Solutions gaps
  • Participates and contributes to the Strategy
Qualifications for customer program manager
  • Must have advanced computer skills (Microsoft Windows and Office-Outlook, Excel, Word)
  • Minimum 7-10 years’ experience in project management in customer relationship management (CRM)
  • Advance proficiency in MS Office (Word, Excel, Visio, PowerPoint, and MS-Project)
  • Experience with management of large customer relationship management (CRM) implementation projects
  • Reacts to assignment adjustments and alterations promptly and efficiently
  • Strong leadership skills including assuring the effectiveness and collaboration of functional and cross-functional teams

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