Customer Program Manager (US) (Remote)

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 

• 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 

Customer Management

• 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 

Skills and Qualifications

• 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 

Software Used

• MS Office Suite (Word, Excel, PowerPoint, Outlook) 

• Experience with HTML, and graphic tools, such as Photoshop preferred, but not required 

• Hubspot CRM