POSITION PURPOSE:
The Program Manager (PM) maintains and expands relationships with customers. This role is responsible for achieving a high-quality relationship with their customer base and managing all goals and objectives of their products (perception, profitability, quality, OTD, response, and collaboration). The PM oversees and helps to coordinate across functions all products within their assigned customer base in a collaborative manner within MultiSource. The PM is the expert for top tier customers and organizes various products and activities to improve company efficiencies, building long-term goals for jobs, develop forecasts, and support the identification of increasing existing part opportunities and new parts in the customer base.
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
- Be the lead to maintain productive, professional relationships with personnel in identified top tier MultiSource accounts and working closely with the Account Manager to grow the account.
- Coordinate internal stakeholders, including Account Managers, other customer success support personnel, manufacturing, and management resources, in order to meet account performance objectives and customers’ expectations for quality, OTD, and overall customer experience.
- Host customer meetings, as necessary, to set expectations, resolve conflicts, communicate needs, status, and adjustments.
- Perform risk assessments on product lines to foresee obstacles and risks associated. Communicate these risks to the customer in a timely manner.
- Support finding legacy part growth opportunities within assigned customers and work with Account Managers for pursue.
- Support finding new part opportunities within assigned customers to provide to Account Managers for pursuit.
- Serve as main point of contact for assigned customers.
- Establish productive, professional relationships with key personnel in assigned customer accounts.
- Proactively assess, clarify, and validate customer needs on an ongoing basis, including partnering with customer personnel to understand demand forecasts, timelines, and adjustments required.
- Submit forecasts to planning, operations, and management team for evaluation each month, quarter, and year.
- Manage customer inquiries and requests related to order status, schedule changes, and returns and proactively prioritize and communicate customer needs to site planning and site leadership based on strategic assessment of customer demand requirements.
- Support Account Managers in developing and maintaining strategic customer account plans to include current contacts and influencers.
- Proactively manage customer scorecards to provide an accurate view of MultiSource’ s performance.
- Provide weekly updates to the team on key customer activities and metrics.
- Support key customer new product development within prototyping system.
- Provide and/or facilitate training /mentoring within the customer success team as appropriate.
QUALIFICATIONS
EDUCATION/CERTIFICATION: Bachelor’s degree or equivalent in business administration, or equivalent combination of education and experience.
REQUIRED KNOWLEDGE: Demonstrated ability to plan and implement results-oriented sales activities. Experience in sales or program/project management in a manufacturing environment.
EXPERIENCE REQUIRED: 3-5 years of experience in a related industrial sales or program/project management capacity, some of which must be in precision production manufacturing and engineering.
SKILLS ABILITIES: Ability to communicate effectively, both verbally and in writing, with a wide variety of customers, prospects, Company personnel, independent representatives, and others at all levels.
OTHER REQUIREMENTS:
PHYSICAL STRENGTH: Mobility within the work facility. Communicating with others both verbally and written.
LANGUAGE ABILITY: ENGLISH
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