Regional Customer Program Manager

PRIDE Industries is a fast-paced company with a mission to create jobs for people with disabilities while providing high quality solutions to customers. The Regional Customer Program Manager oversees the development and retention of customer account relationships, managing teams across multiple locations to ensure service excellence and customer satisfaction.

Responsibilities:

• Develop and maintain strong relationships with customers to understand their needs and ensure a successful service experience
• Supervises employees and ensures a competent, motivated team through hiring, training, development, counseling and review of employee performance
• Organizes, plans, and manages a team of delivery account managers to meet and exceed customer account objectives and service levels
• Manages the implementation of department policies and procedures, and partners with internal and external customers in establishing documentation, tools, and processes to promote customer satisfaction
• Manage service provider partners, monitor their performance, and work collaboratively to address any issues
• Organize and lead the launch of new service deployments within assigned region, serving as the primary point of contact for customers and service providers
• Work closely with Senior Leadership to collaborate and align on customer messaging and expectations and serve as customer escalation point to resolve concerns as necessary
• Prepare regular progress reports and forecasts for management and customers using account metrics
• Ensures that organizational policies and procedures are followed
• Conducts and participates in a wide variety of meetings with staff, customer, and management to exchange critical information
• Performs other duties and special projects as assigned

Requirements:

• Five or more years of experience in Sales, Program/Account Management, or Customer Service, including at least three years in a supervisory or management role
• Computer literacy, including skills to use ERP and CRM databases, presentation, Internet, spreadsheet, and word processing applications
• Supervisory skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately
• Ability to effectively supervise and develop assigned team to meet production/service goals while adhering to safety policies and rules
• Ability to communicate effectively both orally and in writing; to make presentations and respond to inquiries by senior management, customers and/or employees
• Demonstrated leadership, organizational, reasoning, problem solving and analytical and exceptional customer service skills
• Human relation skills to build effective relationships with team, customers and public
• Advanced computer literacy including knowledge of word processing, spreadsheet, database and presentation software
• Knowledge of business English including vocabulary, spelling, and correct grammatical usage and punctuation
• Mathematical skills to include the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
• Ability to establish priorities and solve a wide range of business, operational and strategic management problems
• Flexibility to respond to changing work priorities and handle numerous projects at the same time
• Bachelors Business Administration or related field
• Valid Driver's License