Global Program Manager The Global Program Manager (GPM) will be the primary contact for specific qualified accounts, accountable for overall program health, maturation, governance, and supporting growth opportunities. The GPM will gain alignment with key stakeholders within their assigned customers to ensure customer health is established by setting short and long-term objectives that align with the Trax Value Pyramid and the associated methods to achieve those objectives. The GPM will also align with the customer around KPIs and metrics as a method to measure the program and make necessary program changes when needed. Successful execution of a customer program will be measured using specific KPIs and their associated targets, avoiding revenue churn, and supporting overall account growth by working with their sales counterpart to build a business case for program augmentation. The GPM will closely work with all support team members as a customer advocate internal to the Trax organization while managing governance to contractual obligations. The GPM will be accountable for monthly business reviews and collaborate on quarterly business reviews for each assigned customer in their portfolio.
Core Skills Required Verbal and non-Verbal Communication: The GPM must be able to communicate effectively with both operational (tactical) and strategic customer stakeholders to understand customer requirements, escalations, and objectives. Ability to Organize, Plan, and Prioritize Account Management Activity: The GPM must be able to balance tactical escalations with planned account activity and follow up on assigned tasks where not directly accountable but need to be informed. Understand Metrics and KPIs, and ROI (value): The GPM will utilize KPIs and metrics to evaluate customer health and monitor operational activity, identifying opportunities for program improvement. Governance: The GPM is accountable for overall program governance, requiring a solid understanding of contractual obligations and Trax's standard solution specification. Responsibilities Lead the process for creating Account Plans that clearly define objectives, projects to meet those objectives, associated measurements or KPIs, and holding all parties accountable. Manage monthly business reviews and support quarterly business reviews to ensure continuous improvement and program maturity. Identify growth opportunities and work collaboratively with the Account Manager/Executive to establish growth strategies and value propositions. Establish relationships at the executive, management, and operational levels of a customer. Monitor and escalate issues to ensure timely resolution. Strive for customer references. Facilitate product adoption by having a competency level of an end-user. Support change management when customers adopt a new product or service offering. Provide leadership and support for the broader operations teams that support overall customer health. Minimum Qualifications Minimum Bachelor's degree from an accredited institute. 3+ years experience directly managing customer relationships. 3+ years logistics and supply chain industry experience. 2+ years sales and account management experience. Proven ability to lead and facilitate customer meetings and workshops. Excel at engaging colleagues and encouraging input from them. Exhibits a high degree of communication with internal and external stakeholders. Driven to move others to action. Strong sense of accountability and project management. Ability to work collaboratively and cross-divisionally with others in a time-sensitive and team environment. Proficient in MS Office applications.
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