Client Success Program Manager

Client Success Program Manager

AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $4B in revenue, and employ approximately 12,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.

What We Offer:

• Flexible time off policy
• Hybrid work schedule and possible remote to qualifying employees
• 401K Company match (up to 4% - dollar for dollar)
• Professional development, training, and tuition reimbursement programs
• Excellent medical, dental, vision, and life insurance policy options
• Opportunities for career advancement with an industry leading company!

We are seeking a Client Success Program Manager to join our Data Center/AI team. This position will be working on a hybrid schedule from our Dallas, TX or Duncan, SC location!

The Program Manager is responsible for organizing and leading a cross-functional team, consisting of Customer Service, Scheduling, Material Planning, Purchasing, Logistics and Manufacturing, to meet Client's expectations on deliveries, as well as resolving logistical and operational issues in timely manners. Overall, the Client Success Manager will lead the organization through improved white glove customer service and support, providing increased Client satisfaction.

Responsibilities:

• Creates reporting formats and delivers reports to key clients. Such reports may include delivery performances, quality metrics, inventory risks, manufacturing capacities, etc.
• Creates reporting formats and delivers reports to internal management team, including the Department Managers, Product Managers, Data Center Sr. Vice President and the Products Solution President, related to the performance of key Client accounts. These reports may include monthly highlights, inventory, lead times, on-time-delivery metrics, client complaints, revenues, bookings, backlogs, etc.
• Establish with Product Managers and Department Managers key metric objectives, and coordinate with cross-functional team members to achieve such objectives
• Run production meetings with cross-functional team, consisting of Customer Service, Scheduling, Material Planning, Purchasing, Logistics and Manufacturing
• Resolve problems related to logistics, customer service and support
• Understand and recommend improvements to Department Managers to achieve objectives for key metrics
• Escalate issues in operations that will detrimentally affect client satisfaction to respective Department Managers
• Key internal contact for clients, providing white glove service and support

Personal Qualities:

• Strong sense of ownership and accountability
• Exhibits a strong preference for organization, planning, and efficiency
• Self-motivated
• Strong interpersonal and report writing skills
• Ability to work independently
• Must have a strong interest in servicing the clients
• Ability to lead cross-functional and cross-cultural team
• Must have a strong interest in operation excellence, performance metrics and data analysis

Qualifications:

• 4-year college degree in any discipline or equivalent work experience
• Minimum of 8 years of working experience
• 4 to 8 plus years of Supervisory/Leadership position in Customer Service is preferred
• 4 to 8 plus years of project management experience
• Excellent oral and written communications skills
• Some travel to meet with clients and some travel to overseas manufacturing facilities when necessary
• Advanced/Expert level of MS Excel; proficient usage of additional MS Office Products (Word, PowerPoint, Outlook, and Teams) Power BI knowledge a plus

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.