Customer Experience Program Specialist

Alto-Shaam•Menomonee Falls, WI

About The Position

The Customer Experience Program Specialist acts as the customer advocate and project leader for strategic initiatives, Voice of Customer programs, and key account solutions. The role oversees RFPs, customization, and rollout execution while providing day-to-day support for assigned accounts to stay closely connected to the customer experience. Working with Sales, Operations, Supply Chain, Product Management, and other teams, the specialist leads customer-driven improvements and helps scale successful account solutions across the organization. The position also supports strategic planning and marketplace development by surfacing customer opportunities, risks, trends, and emerging needs, and by facilitating alignment across 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 with strong business acumen and analytical capabilities.
Experience with RFPs, proposals, CRM systems, and customer-facing business processes.
Bachelor's degree or equivalent experience preferred.
3–7 years of related experience preferred.
PMP certification preferred.

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, collecting and analyzing customer feedback and translating it into prioritized projects and improvements.
Represent the customer in project planning and prioritization and serve as an advisor to customer stakeholders and 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 project 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 that communicate the company's value propositions and brand promises.
Maintain a repository of reusable RFP content.
Handle 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 on complex accounts in partnership with Sales, Engineering, Product Management, and Operations.
Scale solutions proven on individual accounts into standard practices across the customer base.
Develop visibility into customer trends, pain points, account opportunities, current account status, and emerging needs; support account 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.
Facilitate internal support of National and Strategic account relationships through planning, execution, reporting, and data governance.
Drive collaboration between customers, partners, and internal teams.