Job Title:  Program Manager for Customer Solutions

Department:  Customer Success

Reports To:  Director, Customer Success

FLSA Status:  Exempt

 

Mission: The Customer Success team manages mutual success for the Company and its Customers, facilitating customer relationships that are profitable for the company, sustainable, and support the growth and success of our customers. The Customer Success team holds the Quiet Platforms organization accountable to performance metrics and quality of experience standards, and works proactively with Customers to optimize forecasting and shared planning. Customer Success optimizes value creation for both the Company and Customer, continuously evaluating solution performance and improvement opportunities. Tech Solutions Program Manager Role: The Tech Solutions Program Manager is the primary point of contact for Customers’ technical needs, typically pertaining to Product, Solutions, and Integration. The Tech Solutions Program Manager owns a shared technical project plan for Customers to optimize value for both parties with our products & services and facilitate active communication and problem resolution. They are a trusted partner to the customer, acting as their technical supply chain expert, representing their business to the company, understanding and actively managing their pain points, and critically planning and formulating strategic solutions to support future growth and mitigate issues.

 

Key Responsibilities:

Responsible single point of tech contact for 5-10 primary individual customer portfolios; support the achievement of customer business plan goals, coordinating customer and internal cross functional team members as required Hold weekly or bi-weekly meetings with each portfolio customer to manage all technical workstreams and requests; ad hoc meetings as needed for remaining customer requests Draft high-level technical requirements and drive solutioning for customer needs and requests that capture business and tech scope; follow Quiet intake process to ensure successful requirements gathering all the way to task/project/product completion Identify frequent account failures and issues, document problem statement and build supporting business cases to correct Track and traffic issues arising from or with the customer relating to systems/product/solution performance, ensuring actions are taken leading to resolution efficiently, and that communication is maintained with the customer and internal stakeholders Other duties as assigned

 

Qualifications:

Drive organizational progress towards on-time completion of deliverables Communicate with necessary stakeholders, gain understanding of issues/requirements from customers’ business team, explain how Quiet systems operate to the customer's business and/or tech team, translate technical requirements to the engineering team for sizing/design Bring strategic customer opportunities and recommendations back to the QP organization for improved service and customer satisfaction to inform future product and service offerings through detailed ROI assessments

 

Education/Experience:

Bachelor’s degree in Business, Information Technology, Supply Chain, or related field Prior Customer Support and/or Account Management experience 5-7 years of relevant work experience

 

Skills and Abilities:

Conduct oneself with professionalism Strong customer service orientation Excellent verbal and written communication and organizational skills, including presentation creation and delivery; comfortable communicating with different audiences from stakeholders to engineers Ability to effectively handle conflict and hold individuals accountable to client performance expectations Basic knowledge of Microsoft Office, Slack, HubSpot and Google Suite Strong problem-solving and troubleshooting skills Maintain a positive attitude Ability to handle tight deadlines and scheduling requirements Basic understanding of records, inventories, and other routine documentation used in the warehouse

 

Supervisory Responsibilities:  None

The above job description is not intended to be an all-inclusive list of duties and standards of the position and additional tasks may be assigned to employees. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

 

Pay/Benefits Information: Actual starting pay is determined by various factors, including but not limited to relevant experience and location. Subject to eligibility requirements, associates may receive health care benefits (including medical, vision, and dental); wellness benefits; 401(k) retirement benefits; life and disability insurance; employee stock purchase program; paid time off; paid sick leave; and parental leave and benefits. Paid Time Off, paid sick leave, and holiday pay vary by job level and type, job location, employment classification (part-time or full-time / exempt or non-exempt), and years of service.  For additional information, please click HERE. AEO may also provide discretionary bonuses and other incentives at its discretion.