Program Manager Customer Success Job Glen Allen area,Virginia USA,Customer Service/HelpDesk

Description

The Program Manager (PM) position is expected to bring value at the strategic level to both Century and our customers by utilizing their extensive knowledge of Century’s supply chain operations and IT solutions provided. The Program Manager is directly involved in the operational oversight, customer management, IT project development, and on-going support of VIZIV and the various modules of VIZIV ;

all focused on the end goal of delivering a superior supply chain solution to our customers. This position is the front line in Century’s efforts to establish a superior reputation for customer service.

ESSENTIAL FUNCTIONS AND DUTIES:
CORPORATE SUPPLY CHAIN MANAGEMENT

Be a leader within the organization, assisting other departments (SCEs, NAST, ASRs, and Century Origin Offices) to improve overall team knowledge, efficiency, and customer satisfaction.

Be a leader for external customers, providing superior customer service, knowledge, and account management to assigned customers. Assist Century in meeting the company’s mission to create the most responsive and customized logistics services available in the market.

Take an account ownership approach of the assigned customers, ensuring high customer satisfaction and account retention.

Provide leadership in developing and maintaining best practice solutions and long-term strategy in the area of supply chain operations to allow Century to achieve a competitive advantage in the industry.

If applicable, attend targeted seminars, courses, workshops, and/or industry events pertaining to the function.

Attend and provide insight/suggestions to IT/Development on possible improvements or options to produce a more efficient product.

Take on special projects as needed or requested.

Do not be bound by a specific role or job function. Take the initiative to address or solve problems to achieve highest possible customer satisfaction.

OPERATIONAL ACCOUNT MANAGEMENT

Visit prospective and/or existing customers on a regular basis to review their supply chains and to make suggestions to improve workflow and efficiency.

Identify customer pain points, recurring issues, black holes or manual processes and then find ways to further streamline through VMS use or other integration points.

Review the operational processes and SOP to ensure they are current and in line with the overall goals of the account. When necessary, work with your team to make changes or updates to the SOP.

Ensure customer addendums are current and updated where and when necessary.

Manage/lead regular calls with customer to stay abreast of all operational and/or system issues as well as opportunities. Assist in the creation and maintenance of customer roadmaps for the accounts you are involved with.

Where necessary, engage the origin team (Ops Leads, ACMs, Management) to address ongoing issues.

Escalate critical operational issues to the Director, Customer Strategy, VP Customer Solutions or Executive sponsor/Sales to ensure action plans are outlined and implemented.

Prepare material and/or agenda items (where requested), attend and present at customer meetings/QBRs.

Communicate results of each meeting to the teams directly involved with the account.

Maintain and enhance relationships with customer and service provider contacts in efforts to build Century’s reputation for service quality.

Where applicable, look for revenue opportunities with your assigned accounts, whether those be physical (CDDS/CEXQ/CDSB) or IT related.

IT PRODUCT DEVELOPMENT / SYSTEM SUPPORT AND CONFIGURATION / CUSTOMER DELIVERABLE

Identify new process or system requirements from both internal and external customers and design process and IT solutions that address these requirements.

Receive customer requests for new features, reports,…