Customer Program Manager

Customer Program Manager

The Implementation Program Manager will be responsible for managing and coordinating multiple implementation projects across various product lines within Edifecs. This role will serve as the primary liaison between the Customer teams and the Edifecs teams including implementation / delivery, Product and other relevant teams as necessary, ensuring that products / solutions delivered align with agreed upon Customer requirements and the intended business outcomes. The successful candidate will also be responsible for capturing Customer feedback, understanding the reasons behind any gaps, and managing the process to triage and resolve these gaps. The candidate will also support the internal delivery teams from program coordination, communication and management standpoint.

Responsibilities :

• Oversee and manage multiple implementation projects across different product lines for customer by partnering with the respective project leads / managers and assist / oversee as needed.
• Coordinate with cross-functional teams, including delivery team, product development, customer support, and other teams, to ensure smooth implementation, integration and delivery of intended business outcomes.
• Implement practices to bring a standardized and optimized approach of implementations across the program, enabling a cohesive solution delivery for customers, helping them realize the best value across all Edifecs solution components.
• Develop program-level project plans by partnering with respective project leads / managers and monitor progress against these plans across all projects.
• Act as the primary point of contact for customers during the implementation and post implementation / operations phases, curate a customer journey map aligning with their business needs and outcomes, ensure consistently excellent delivery and effective communication.
• Build strong relationships with key customer stakeholders to understand their business needs, objectives, and expectations.
• Partner with Account Management teams to help grow the customer accounts leveraging consistent successful deliveries, existing relationships, identified customer needs, and curating customer solutions to meet business needs.
• Ensure that the implementation teams are aligned with customer requirements and that any deviations are promptly communicated and addressed.
• Capture and analyze customer feedback related to the implementation / delivery and the success of the delivered products / solutions in meeting their business objectives.
• Conduct regular check-ins and satisfaction surveys with customers to assess their level of satisfaction and identify any areas for improvement.
• Provide actionable insights and recommendations to internal teams based on customer feedback.
• Partner with project teams to understand and assess the underlying reasons for any gaps between customer expectations and the delivered solutions.
• Manage the process of categorizing gaps into appropriate areas, such as product functionality, new requirements, user experience, or support, for triage and resolution.
• Reconcile customer expectations with the reality of the delivered solutions, providing clear communication and setting realistic expectations where necessary.
• Facilitate discussions and documentation between customers and internal teams to resolve discrepancies and ensure alignment on outcomes.

Qualifications :

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities