Global Program Manager
The Global Program Manager or GPM will be the primary contact for specific qualified accounts that is 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 establishing 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 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 support overall account growth by working with their sales counterpart building 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 but also manage governance to contractual obligations. The GPM 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 verbally and non-verbally communicate with both operational (tactical) and strategic customer stakeholders to understand customer requirements, escalations, and objectives and contractual obligations.
- Ability to Organize, Plan, and Prioritize Account Management Activity
The GPM must be able to organize and balance tactical escalations with planned and strategy account activity. The GPM should follow up on assigned tasks where not 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. Often KPIs also indicate opportunities for program improvement and the successful GPM will be skilled at using data to identify opportunities for program improvement. Additionally, the GPM will be able to demonstrate the value Trax creates across all products and services that the Customer has already purchased, including demonstrating positive ROI.
- Governance
The GPM is account for overall program governance. This requires a solid understanding of contractual obligations as well as a solid understand of Trax’s standard solution specification (products and services), and have the ability to align with customer to avoid custom or bespoke processes. As these processes are defined in a customer playbook or SOP, supporting the management and ongoing alignment to ensure consistent delivery is paramount.
Responsibilities
- Lead the process for creating Account Plans that clearly define objectives, projects to meet those objectives, associated measurement or KPIs to confirm progress, and holding all parties accountable, including the customer, on actions necessary to improve overall program health.
- Manage monthly business reviews and support quarterly business reviews to ensure continuous improvement and program maturity (ensuring alignment). Working with other team members to gather the necessary content to support business cases and evaluation of current state along with recommendations for improvement.
- Identify growth opportunities and work collaboratively with the Account Manager/Executive to establish growth strategies and the associated value proposition behind the recommendations.
- Establish relationships both at the executive, management, and operational level of a customer
- Monitor and/or escalate issues to ensure resolution in a timely basis
- 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 an overall customer’s health
Minimum Qualifications
- 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 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
