Description:
The Program Manager Customer Success 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 Customer Success 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 VIZIV 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 Senior Manager Customer Success or 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, modules, or enhancements to system.
- Clearly document the goal of the project and create a Project Scope/Process Map/Statement of Work/Expectations document (using Century methodology and project standards) for signoff. Where needed, create ROI or SOW documents to gain approval for a project.
- Create Projects, tasks, including detailed and proper specs and timelines to meet each customer requirement accounting for internal resources. Identify any gaps or risks where necessary.
- Manage customer project lists to ensure deliverables clear, prioritized, and are achieved. Follow-up with customers after any new features or enhancements are implemented to ensure the requested change(s) are satisfactory.
- Create all associated documentation for training, support, etc.
- Identify and resolve complex technical problems without supervision. Where not able to resolve, create clear Help Desk tickets for resolution. Monitor and close tickets where applicable.
- Manage customer configuration and views to meet customer demands, including grid admin, MPP, PEP, and database tools.
- Understand customer interfaces, provide details on issues, check internal back-end systems (i.e. extol) to investigate and resolve where possible. Spec changes to existing or map out new interface demands.
- Recognize critical issues and prioritize time and tasks accordingly to ensure as little customer workflow disruption as possible.
- Continually improve your knowledge of the underlying database and code structure to improve your ability to communicate detailed technical requirements and plans to the development, database and reporting teams, but also to be able to resolve issues more quickly and independently.
STAFF MANAGEMENT
- Manage assigned staff and communicate clear objectives and expectations; monitor progress and minimizes conflicts.
- Meet often with your team to ensure all parties are aligned with current goals, projects, and issue resolution plans. If remote, visit HQ regularly.
- Ensure your team is properly completing assigned duties and tasks directly relating to the account management.
- Provide back-up support (technical/operational/etc) where necessary.
- Provide Account Support Staff with constructive feedback, both positive and negative.
- Train and share knowledge and expertise with the other team members to fully understand all the features, processes and workflows in VIZIV . Communicate and provide direct reports with technical and operational, training, and guidance.
- Groom your staff to continue learning and growing in their current role. Effectively motivate staff to achieve their maximum potential. Make recommendations on future staff roles and advancement.
- Ensure team members are well utilized on highest priority issues. Identify non-essential work which is impacting their productivity and find ways to automate, shift, or improve the efficiency of the team without impacting customer satisfaction.
- Make resource recommendation to the Director, Customer Strategy and Senior Manager Customer Success.
- Prepare and review with the Director, Customer Strategy and Senior Manager Customer Success Annual Performance Appraisal for direct reports. Delivers Reviews to staff.
TEAM CONTRIBUTION
- Foster a positive working environment by actively demonstrating an attitude of collaboration, teamwork and quality.
- Be the chief knowledge officer when it comes to your customers, systems, and key operational processes.
- Establish a tone of cooperation and sharing ensuring that actions are guided first and foremost by our mission and value statements. Facilitate effective team interaction.
- Acknowledge and appreciate each team member's contributions.
Requirements:
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is frequently required to talk or hear. The employee regularly is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.
- The employee is regularly required to sit for long periods of time; on occasion may need to climb or balance; and stoop, or kneel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment and job sites is usually low, applicable to a business office.
C-TPAT
Century is committed to the Customs Trade Partnership Against Terrorism (C-TPAT) program. Century will take all the necessary steps to implement and enhance security throughout our global supply chain. All employees are required to immediately report any anomalies to the Century USA and Asia C-TPAT contacts.
The above is a description of the current essential functions and duties and responsibilities of your position. This document in no way states or implies that these are the only duties to be performed by the employee occupying this position. At the Company's discretion, these essential functions, duties and responsibilities may be modified in the future to meet the business needs of the Company.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
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