Customer Experience Program Specialist

Alto-Shaam•Menomonee Falls, WI

About The Position

Acts as the customer advocate and project leader for strategic initiatives, Voice of Customer programs, and key account solutions. Oversees RFPs, customization, and rollout execution while maintaining day-to-day support for assigned accounts to stay connected to the customer experience. Partners with Sales, Operations, Supply Chain, and Product Management to deliver customer-driven improvements and scale successful solutions across the organization. The role owns the Voice of Customer program, leads customer-specific projects from concept through implementation and adoption, and measures the business value of customer experience improvements. It also manages bids, RFPs, and quotes for strategic and national accounts; coordinates customization requests and purchase order execution; and supports daily customer service tasks for assigned accounts. The specialist identifies customer trends, supports forecasting and strategic planning, resolves challenging requests, and coordinates enterprise-wide support for National and Strategic account relationships.

Requirements

Experience leading cross-functional projects and driving organizational change.
Strong stakeholder management, communication, and influencing skills.
Customer-focused mindset, strong business acumen, and analytical capabilities.
Experience with RFPs, proposals, CRM systems, and customer-facing business processes.

Nice To Haves

Bachelor’s degree or equivalent experience preferred.
3–7 years of related experience preferred.
PMP certification preferred.

Responsibilities

Own the Voice of Customer program, including collecting and analyzing feedback and translating it into prioritized projects and improvements.
Represent the customer in project planning and prioritization and advise customer stakeholders, executives, and internal teams.
Lead customer-specific projects from concept through implementation and adoption, including rollouts, customer requirements, and account-driven process changes.
Measure and quantify the business value of customer experience improvements and connect outcomes to the company’s brand promise and competitive advantage.
Manage bids, RFPs, and quotes for strategic and national accounts, coordinating pricing and proposals across functions.
Develop responses to National and Strategic RFPs and quotes and maintain a repository of reusable RFP content.
Provide day-to-day customer service for assigned accounts, including order entry, quote support, status inquiries, and standard issue resolution.
Coordinate customer-specific customization requests and purchase order execution for complex accounts in partnership with Sales, Engineering, Product Management, and Operations.
Scale successful account-specific solutions into standard practices across the customer base.
Track customer trends, pain points, opportunities, emerging needs, account status, and account direction; support forecasting and rollout.
Use conflict management and negotiation to resolve challenging customer and sales requests.
Support strategic planning and marketplace development by identifying customer opportunities and risks.
Coordinate internal support of National and Strategic account relationships through planning, execution, reporting, and data governance, and facilitate collaboration among customers, partners, and internal teams.