Senior Manager - Customer Engagement & Program Management

We are transforming our Customer Engagement & Program Office (CEPO) into a customer-facing, strategic powerhouse! As a Senior Manager, you will lead that transformation, ensuring governance, program success, and exceptional customer engagement. You'll drive measurable business outcomes, elevate customer experience, and influence strategic decisions. This is a remote role with approximately 25% travel.

The expected annual salary range for this role is $130,000 - $190,000 a year. This position is also eligible for a variable incentive program. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

• Lead the evolution of CEPO into a customer-centric organization.
• Drive strategic alignment between customer objectives and corporate goals.
• Mentor Program Managers and Project Managers on delivery excellence and client engagement.
• Represent CEPO in executive forums and act as the voice of the customer internally.
• Implement governance frameworks, KPIs, and transparent reporting.
• Ensure program delivery excellence with on-time delivery, budget adherence, and KPI achievement.
• Own financial performance, including P&L accountability and margin optimization.
• Manage contract compliance and change orders to control scope and maintain profitability.
• Collaborate with Sales to identify new business opportunities and influence strategic bids.
• Oversee formal sign-off on all project deliverables, coordinating input from account directors and clients.
• Drive pre-sales activities, bid tendering, and corporate offer reviews.
• Contribute to pricing strategy and RFP processes; identify and monetize new professional services offerings.
• Design and manage partner programs, evaluating opportunities and concluding partnership deals.
• Maintain and manage the CEPO portfolio to maximize resources and drive sustainable revenue models.
• Provide input to Sales and Operations on program-specific constraints for forecasting.
• Influence and provide leadership across multiple teams of professionals.

• Champion Customer Advocacy:
  Act as the primary advocate for customer interests across internal teams.
• Build Executive-Level Relationships:
  Lead quarterly business reviews and represent CEPO in strategic forums.
• Ensure Transparent Communication:
  Provide regular updates and act as a single point of accountability.
• Implement Customer Experience Metrics:
  Track KPIs (e.g., NPS) and integrate feedback loops for improvement.
• Manage Risk & Change:
  Proactively address risks, scope changes, and escalations with clear communication.
• Foster a Customer-Centric Culture:
  Mentor teams to embed engagement practices across CEPO activities.
• Negotiate and manage complex agreements and partnerships to enhance customer value.
• Provide strategic insights on market trends and customer needs to inform business decisions.
• Act as key entry point for aftersales topics, including issue resolution and escalation.
• Manage customer and third-party relationships and ensure satisfaction.
• Travel to customer and partner sites as required.

• Bachelor's degree from an accredited institution.
• 10+ years in professional services, solutions delivery, or program management.
• Proven success managing multi-million-dollar programs and influencing senior stakeholders.
• Experience negotiating complex agreements and managing partner programs.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H1B, H1-B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

• Master's degree in a technical discipline—such as Electrical Engineering, Computer Engineering, Computer Science, Information Technology—or a related business field from an accredited institution.
• Demonstrated experience working on Electric Utility grid technology projects, as well as a strong understanding of Electric Utility business processes.
• Extensive hands-on experience with Power
  
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