Client Success Program Manager

AFL Global•Grapevine, SC

36d•Hybrid

About The Position

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. 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.

Requirements

4-year college degree in any discipline or equivalent work experience
Minimum of 8 years of working 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)
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

Nice To Haves

4 to 8 plus years of Supervisory/Leadership position in Customer Service is preferred
4 to 8 plus years of project management experience
Power BI knowledge a plus

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