Client Success Program Manager

Client Success Program ManagerAFL 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 policyHybrid work schedule and possible remote to qualifying employees401K Company match (up to 4% - dollar for dollar)Professional development, training, and tuition reimbursement programsExcellent medical, dental, vision, and life insurance policy optionsOpportunities 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 objectivesRun production meetings with cross-functional team, consisting of Customer Service, Scheduling, Material Planning, Purchasing, Logistics and ManufacturingResolve problems related to logistics, customer service and supportUnderstand and recommend improvements to Department Managers to achieve objectives for key metricsEscalate issues in operations that will detrimentally affect client satisfaction to respective Department ManagersKey internal contact for clients, providing white glove service and supportPersonal Qualities:Strong sense of ownership and accountabilityExhibits a strong preference for organization, planning, and efficiencySelf-motivatedStrong interpersonal and report writing skillsAbility to work independentlyMust have a strong interest in servicing the clientsAbility to lead cross-functional and cross-cultural teamMust have a strong interest in operation excellence, performance metrics and data analysisQualifications:4-year college degree in any discipline or equivalent work experienceMinimum of 8 years of working experience4 to 8 plus years of Supervisory/Leadership position in Customer Service is preferred4 to 8 plus years of project management experienceExcellent oral and written communications skillsSome travel to meet with clients and some travel to overseas manufacturing facilities when necessaryAdvanced/Expert level of MS Excel; proficient usage of additional MS Office Products (Word, PowerPoint, Outlook, and Teams) Power BI knowledge a plusEqual 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.