Purpose:
The Customer Program Director owns the customer relationship for assigned accounts in their region, acting as the primary liaison responsible for alignment, responsiveness, governance cadence, and customer satisfaction. They translate customer needs into internal actions across Operations, Supply Chain, Planning, Quoting, Quality, and Finance, ensuring quoting, contracting, and commercial processes are managed effectively and service delivery commitments are clearly defined and met.
Essential Job Functions:
- Serves as the primary point of contact for assigned regional customers; builds trusted relationships with customer stakeholders and maintains a consistent communication cadence.
- Leads customer governance routines (e.g., weekly check-ins, monthly reviews) to review service performance, upcoming needs, open actions, and issue resolution.
- Coordinates internal alignment to ensure customer needs are understood, prioritized, and communicated across Operations, Planning, Supply Chain, Quality, and Finance.
- Owns the quoting lifecycle for assigned accounts in partnership with Quoting/Commercial teams, including intake, scope clarification, pricing inputs, turnaround time, and quote status tracking.
- Ensures contract processes are executed accurately and on time, including statement of work development, renewals, amendments, service-level expectations, and internal approvals.
- Manages commercial change control; ensures scope changes are documented, impacts are communicated, and pricing/contract updates are completed prior to execution where applicable.
- Acts as the escalation point for customer concerns; drives timely resolution by coordinating internal owners and maintaining proactive customer updates.
- Partners with Finance to support billing readiness and accuracy, including PO alignment (as applicable), invoice dispute triage, documentation needs, and customer-required billing formats.
- Maintains accurate customer records, commitments, and correspondence in designated systems; ensures decisions, approvals, and next steps are documented and visible.
- Identifies opportunities to improve the customer experience (communication, responsiveness, clarity of scope) and partners with internal teams to implement improvements.
- Supports growth within assigned accounts by identifying needs, coordinating capability discussions, and facilitating introductions and follow-up with Sales/Commercial leadership where applicable.
Minimum Qualifications or Experience:.
- Bachelor’s degree in business, communications, operations management, or related field; equivalent experience considered.
- 6+ years of experience in customer management, account management, customer success, commercial operations, contract administration, or service delivery in a B2B environment.
- Demonstrated experience managing quoting workflows and/or contract processes (e.g., scopes of work, renewals, approvals, change control).
- Strong written and verbal communication skills, including comfort interfacing with customer stakeholders at multiple levels.
- Proven ability to coordinate cross-functional workstreams in a fast-paced, deadline-driven environment.
- Proficiency with SalesForce
Preferred Qualifications or Experience:- Experience supporting complex B2B service agreements with frequent scope changes, multiple sites/locations, or variable demand.
- Familiarity with commercial terms, pricing structures, service-level expectations, and basic margin/cost drivers.
- Experience in dispute resolution related to scope, pricing, service performance, or invoicing.
- Experience building customer-facing reporting and governance materials (scorecards, QBR/MBR decks).
Supervisory Responsibilities:- This role does not have direct supervisory responsibilities but provides leadership to cross-functional project teams and key stakeholders.
Knowledge, Skills, and Other Attributes:- Customer-first mindset with strong relationship-building and service recovery skills.
- High attention to detail and process discipline for quoting, documentation, and contract compliance.
- Ability to translate customer requests into clear internal requirements and drive follow-through without direct authority.
- Strong prioritization and organizational skills; ability to manage multiple accounts and deadlines concurrently.
- Clear, concise communicator with sound judgment and professional presence.
- Strong collaboration skills across Operations, Supply Chain, Planning, Quoting, Quality, and Finance.
- Problem-solving orientation with a bias toward timely resolution and proactive communication.
- Integrity and accountability in managing approvals, commitments, and sensitive commercial information.
