POSITION TITLE: Account Program Manager I
DEPARTMENT: Customer Care - Client Services
SUPERVISOR: Sr. Director, Client Services
FLSA STATUS: Exempt
The account program manager I role is expected to apply leadership, project management knowledge, skills, tools, and techniques to ensure successful and profitable delivery of services defined in the client’s statement of work (SOW) and scope of service (SOS) for assigned customer accounts. The APM will provide effective and proactive account management communication processes to guide and support both internal and external customer stakeholders. The APM is responsible for overseeing service delivery in meeting or exceeding client service level agreements, driving customer satisfaction, and representing the voice of the customer within the Flash business environment. The APM I will be management level resource with direct reports, ultimately responsible for the development of assigned Client Service Specialists with the ultimate goal of executing and managing the contracted scope of work, interactions with Operational Business Units to ensure alignment and execution of successful service delivery, and be the client’s primary point of contact to drive proactive customer care.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Represent Voice of Customer
Drive a customer experience methodology to client service in partnership with teams throughout the Flash Global organization.
As the account program manager and internal voice of customer (VOC), lead internal cross functional service delivery performance reviews with Flash members in a team format, including weekly review of financial and operating performance to sustain high client satisfaction.
Ensure customer alignment of service level agreements per SOW & SOS in defining a Key Performance Indicator (KPI) dashboard for recurring customer meetings.
Translate external KPI criteria to internal supporting teams with alignment of each KPI definition, calculation, reporting source, and primary business process ownership.
Serve as primary point of contact to support new customer requests through accurate and timely representation of business requirements requested for scope, schedule, and budget.
Ensure the required quality process model is implemented for assigned customer accounts including work instruction documentation, training and certification, and quality control processes are implemented and maintained with internal Quality and Operations teams.
Responsible for tracking, representing, and driving Customer Satisfaction (CSAT) for services and projects in the program portfolio in partnership with the assigned DCS, ensuring a positive customer experience.
Define and implement a continuous improvement process to customer satisfaction by partnering with Operations to drive service delivery quality that meet or exceed established customer standards.
Manage Cross-Functional Program Alignment
Lead and support a team of Client Service Support resources.
Lead and support internal Customer Focus Team for assigned account(s) with supporting functions possibly including site operations, inventory control, finance, trade compliance, and quality.
Define and Implement Key Performance Indicator cross functional alignment with business process ownership, communication process and timelines, and formats.
Oversee the development of project and resource plans and validate that all plans are optimized with regards to schedule and resources in support of agreements and/or commitments made with customer.
Oversee concurrent client projects ensuring that commitments of cost, schedule, and quality are maintained to documented requirements.
Provide mentoring and guidance to the Client Service Specialist and other CFT members assigned to client accounts.
Work with assigned DCS to track and manage customer account budget performance (P&L) to meet established targets.
Work with DCS to identify and qualify any financial variances to revenue or costs to P&L and associated actions as needed to realign.
Work with DCS implement effective change management process to ensure that scope changes are understood and accounted for in project financial reports.
Work with DCS facilitate the scoping of change requests or out of scope services as necessary in partnership with the assigned DCS, to document, qualify, and implement required change orders.
Proven track record of ability to oversee customer program portfolio of projects and services
Strong business acumen and ability to provide team coaching in matrix organization
Proactive approach to managing customers and overall business strategies
Experienced in leading matrix project/program cross-functional teams in communications processes to drive a proactive accountable service to assigned customer
Strength in communication at all levels of the corporate hierarchy
Ability to work in a highly demanding, high intensity environment
Detail oriented, committed to deadlines and have solid verbal and written communication skills
EDUCATION AND EXPERIENCE REQUIREMENTS
Bachelor’s degree with an emphasis in Business, Operations, or Project Management preferred
Experience in After-Market Services / Logistics / Supply Chain industry highly desirable
Requires minimal supervision from a more senior manager; accepts considerable responsibility for project success; effective ability to assist others in the completion of assignments through knowledge sharing.
Account/Program management experience (+5 years) in managing successful customer logistics or after-market service programs
Travel requirement: 15-25%
FLASH GLOBAL IS AN EQUAL OPPORTUNITY EMPLOYER
ADA and Reasonable Accommodation
An applicant with a disability may request a reasonable accommodation, if needed, to enable the applicant to apply for the job and take part in the job interview. A written request for a reasonable accommodation must be made. We reserve the right to request a physician’s statement supporting the accommodation request.