Customer Program Manager

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.

• 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

• 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

• 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

• MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience with HTML, and graphic tools, such as Photoshop preferred, but not required
• Hubspot CRM