Customer Program Manager

Customer Program Manager

Kauffman Engineering, LLC., with locations throughout Mexico and the USA, has an immediate remote opportunity for a remote Customer Program Manager.

Company Summary

Kauffman Engineering, LLC, a privately held, American company is well established since its beginning in 1973. We have grown from a small wiring harness operation into a multi-million-dollar company with a highly respected role as a worldwide supplier of electrical harnesses, lead wires, jumper wires, twisted pair wires, cable assemblies, molded plugs, thermoform plastics, and populated circuit boards.

Job Summary

The Customer Program Manager provides comprehensive services to key customers. This role will serve as mediators, advocating customers' needs towards product management. This position is responsible for providing regular contact with key customers to fully understand the Customer’s needs and expectations

Essential Duties and Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships with key customers (as defined by VP Sales), understanding their needs, goals, and challenges. Serve as the primary point of contact and conduit between the customer and Kauffman’s internal teams on a program level. This role is to augment the sales team of account management, customer engineering and customer service.
• Program Planning and Execution: Develop and implement customer programs to enhance on time execution, customer experience, satisfaction, and loyalty. Define program objectives, scope, milestones, and deliverables. Coordinate cross-functional teams to ensure successful program execution.
• Customer Success Strategy: Collaborate with the sales and account management teams to develop a customer success strategy at a program level. Identify opportunities for upselling and cross-selling based on a deep understanding of customer needs and business objectives.
• Project Management: Drive the successful delivery of customer programs, initiatives, and projects. Create and manage project plans, timelines, and budgets. Monitor progress, identify risks, and implement mitigation strategies to ensure on-time and within-budget delivery.
• Customer Advocacy: Act as a customer advocate within the company, ensuring customer feedback is properly captured, analyzed, and communicated to relevant stakeholders. Champion customer-centricity and advocate for improvements in products, services, and processes based on customer insights.
• Performance Monitoring and Reporting: Establish key performance indicators (KPIs) to measure the effectiveness of customer programs. Monitor and analyze program performance data, providing regular reports to management and stakeholders. Identify areas for improvement and implement corrective actions.
• Team Collaboration: Collaborate with internal teams, including account management, customer engineering, customer service, supply chain/purchasing and operations to align customer programs with overall business objectives. Coordinate resources, gather requirements, and facilitate cross-functional teamwork to achieve program goals.
• Customer Onboarding and Training: Ensure smooth onboarding of new customers. Conduct regular check-ins to ensure customer satisfaction and identify opportunities for further engagement.

Education and Experience:

• Bachelor’s Degree or equivalent qualification / work experience business administration, marketing, or computer science.
• Strong oral and written communication skills are crucial, ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize.
• Excellent communication and organizational skills.
• Ability to build trusted working relationships with customers and colleagues.
• Strong leadership skills include assuring effectiveness and collaboration between business departments to meet customer needs.
• Experience with customer engagement tools.

Work Environment:

• Remote work from home.
• Will travel as required
• Ideal region would be CST or EST time zone
• Ideal location, within 60-mile radius of metropolitan area / airport

NOTE: Will be required to perform other duties as requested, directed, or assigned

Company Benefits

Our company benefits provide full-time employees with a wide variety of benefits to meet the needs of our diverse workforce. We offer the following benefits: health, dental, and vision insurance, prescription drug benefits, flexible spending accounts, voluntary life insurance, AD&D insurance and healthy incentive credit. We also provide company paid life insurance and short-term and long-term disability insurance. Paid time off benefits include PTO and 9 paid holidays.

Equal Opportunity Employer

Kauffman is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This employer participates in the E-Verify program.

*** Must answer all screening questions to be considered ***

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• How do you feel about building relationships with new customers and learning their business needs?

- I strongly prefer working with existing customers only
- I am comfortable working with new customers when needed
- I enjoy meeting and supporting new customers
- I am highly energized by building new customer relationships and becoming a trusted partner

• Describe your experience onboarding a new customer. What was the biggest risk or challenge you encountered during the onboarding process, and how did you overcome it?

• What base pay are you looking for?

Education:

• Bachelor's (Preferred)

Experience:

• Customer relationship management: 3 years (Required)
• ERP systems: 3 years (Required)
• Leadership: 3 years (Required)
• Operations management: 2 years (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: Remote