Customer Program Manager

**Responsibilities**:

- **Program Planning and Strategy**: You are responsible for developing a comprehensive program plan and strategy that aligns with the organization's goals and objectives. This includes defining program objectives, outlining key milestones, and establishing success metrics.
- **Customer Relationship Management**: You are tasked with building and maintaining strong relationships with customers involved in the program. You act as the primary point of contact, addressing customer needs, providing support, and ensuring customer satisfaction throughout the program lifecycle.
- **Program Execution**: You oversee the implementation and execution of customer programs. This involves coordinating and collaborating with internal teams and stakeholders to ensure timely delivery of program milestones, managing resources, and addressing any issues or roadblocks that arise.
- **Stakeholder Management**: You work closely with various stakeholders, both internal and external. You need to effectively communicate program updates, engage stakeholders, and manage expectations to ensure alignment and support for program goals.
- **Program Monitoring and Reporting**: You monitor the progress of customer programs, track key performance indicators (KPIs), and gather relevant data to assess program success. You prepare regular reports and communicate program performance to stakeholders, providing insights and recommendations for program improvement.
- **Risk Management**: You identify and mitigate risks associated with customer programs. You proactively assess potential challenges, develop risk mitigation strategies, and implement contingency plans to minimize disruptions and ensure program success.
- **Program Evaluation and Optimization**: You evaluate the effectiveness of customer programs, analyzing data, feedback, and performance metrics. You identify areas for improvement, gather insights, and implement changes to optimize program outcomes and enhance the customer experience.
- **Cross-Functional Collaboration**: You collaborate closely with internal teams, such as sales, marketing, product, and support, to align program initiatives with broader organizational strategies. You foster effective communication and collaboration across departments to drive program success.

**Education**:
Minimum Bachelor's degree in Business Administration/Management, Accounting, Engineering or Art and Social Science

**Experience**:
Minimum 5 years of customer relationship management, program management or supply chain management

**Knowledge, Competencies, Aptitude**:

- A customer-centric mindset and an aptitude for building rapport, establishing trust, and fostering positive working relationships with Customers, dedicated to delivering exceptional customer experiences, ensuring customer satisfaction and driving customer success
- Effectively communicate program objectives, provide updates and address any concerns or issues promptly; should be influential and persuasive, capable of engaging and aligning internal and external stakeholders
- Excellent organizational skills to prioritize activities, manage time effectively and ensure smooth program execution
- Comfortable with analyzing data and deriving insights to assess program performance and make data-driven decisions; an aptitude to interpret metrics, identify trends, and use data to drive program improvements
- Possess strong problem-solving skills to analyze complex situations, identify root causes, and develop effective solutions when faced with obstacles during program execution
- Ability to collaborate effectively across functions, aligning resources and efforts, actively seeking input, promoting teamwork, and fostering a positive working environment to achieve program success
- A strategic mindset and the ability to think critically and analytically, understanding the broader organizational objectives and aligning customer programs with those goals
- Highly adaptable to evolving situations, changing customer needs, and unexpected challenges; be flexible and resilient in handling ambiguity, demonstrating the ability to adjust program strategies and approaches when required