Job description
A Customer Program Implementation Manager is responsible for the successful onboarding and implementation of complex customer programs. The successful implementation of these programs requires a broad and deep understanding of Mansfield’s service offerings and technology solutions. A high degree of customer interaction, vendor management, and internal collaboration, and data analytics is required.
Customer Solution Management and Implementation
- Conduct regular, proactive discovery sessions with customers to gain a full understanding of needs and objectives.
- Review, recommend, create, and implement customer centric business solutions to increase customer satisfaction, retention, and upselling opportunities
- Communicate with stakeholders (internal and external)
- Provide requirements
- Gain proper approvals and buy-in, including PMO
- Oversee implementations in coordination with internal departments and customer stakeholders
- Provide customer communications
- Liaison with product management stakeholders to discuss, promote, and provide best-in-class solutions and processes to internal stakeholders, external vendors/partners, and customers
- Communicate with the customer across a spectrum of diverse topics including:
- Industry trends and emerging opportunities
- Consulting with customers on related activities / issues / operations
- Becoming familiar with and understanding customer’s changing landscape and specific industry; and act as a conduit of key information back to the broader commercial leadership team
- Utilize PMO resources to ensure effective and organized execution of activities within the digital vision
- Develop business cases when needed for technology or other resource investment
- Serve as point of escalation for internal stakeholders who require inter-departmental coordination to execute on customer requirements
- Utilize product knowledge to provide technical assistance to customers
- Implement complex programs and upsell to customers and prospects where the opportunity arises
- Ethically and professionally represent Mansfield Energy, our products and programs to customers
- Provide regular feedback and strategy guidance to executives
- Distribute project timelines, expectations, and desired outcomes (internal and external)
- Publish scheduled status updates (internal)
Position Requirements
Formal Education & Certification
- University degree or minimum ten (10) years equivalent professional experience
Knowledge & Experience
- Minimum ten (10) years of experience in the Energy sector. Additional benefit if energy sector experience is specifically in Transportation Fuel market.
- Demonstrated understanding of formal implementation and project management methodologies.
- Skills to work with customer and internal project management team to identify, assess, and document overall project requirements.
Qualifications & Characteristics
- Must show a commitment to customer satisfaction
- Strong time management, organizational, problem-solving , and customer service skills.
- Proven ability to build and maintain client relationships and firm commitment to project success.
- Ability to translate client needs into well-defined and achievable development tasks.
- Superior people skills, team oriented, fast learner, very personable, and ability to listen.
- Detail oriented, creative, self-starter
Work Environment
- 40-hour work week, hybrid schedule – 3 days in office, 2 days remote once training is completed
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
- Some travel required
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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