Customer Program Manager

Hypertec Group • Montreal, QC

2d • Hybrid

About The Position

Join a global company shaping the future with technology that drives lasting impact. Hypertec is seeking a Customer Program Manager to join our Sales Operations team in Montreal. If you are motivated, collaborative, and aligned with our values, we would love to hear from you. We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do: Innovation, Trust, Entrepreneurship, Customer Focus.

Requirements

• Bachelor’s degree in Business Administration, Project Management, Engineering, or related field.
• 3+ years of experience in program management, customer success or account management roles, preferably in technical or manufacturing environment.
• Experience managing complex customer accounts.
• Extensive knowledge of MS Office suite, and Project.
• Strong communication and presentation skills to effectively engage internal and external stakeholders.

Nice To Haves

• PMP certification is an asset.

Responsibilities

• Develop and manage customer programs, including timelines, milestones, and deliverables.
• Oversee multiple projects, ensuring alignment with business goals and customer needs.
• Develop new programs to support customers and fulfill service level agreement commitments.
• Develop strong and trusted relationships with customers to understand evolving needs and position new offerings effectively.
• Develop tailored strategies to maximize revenue from existing accounts.
• Analyze customer usage patterns to identify potential upsell opportunities.
• Identify opportunities to offer services, upgrades, or additional features that provide value to the customer.
• Coordinate activities with internal teams such as sales, product, production, procurement, logistics, and finance to enhance customer experience.
• Where no dedicated Order Fulfillment (OF) support is assigned to the account, assume responsibility for order entry and production follow-up to ensure seamless execution and adherence to customer delivery commitments.
• Ensure timely delivery of products and services to customers as committed.
• Monitor program performance and key performance indicators (KPIs).
• Act as the primary point of contact for customers, addressing concerns and ensuring satisfaction.
• Conduct Quarterly Business Reviews (QBRs) with customers.
• Identify potential risks to customer satisfaction and formulate contingency plans.
• Document critical communications with customers and prepare incident reports or corrective action reports, including root cause analysis of recurring issues.
• Assist internal departments with any change management requests required by customers.
• Conduct customer visits, kick-off meetings, and conference calls.

Benefits

• Hybrid work model for certain job categories, supported by competitive benefits.
• Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs.
• Health Spending Account (HSA).
• Employer-matched RRSP Program.
• Paid Floater Days.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level