Senior Manager - Customer Engagement & Program Management

Eaton Corporation • Littleton, CO

5d

About The Position

Lead the evolution of CEPO into a customer-centric organization. Drive strategic alignment between customer objectives and corporate goals. Mentor Program Managers and Project Managers on delivery excellence and client engagement. Represent CEPO in executive forums and act as the voice of the customer internally. Implement governance frameworks, KPIs, and transparent reporting. Ensure program delivery excellence with on-time delivery, budget adherence, and KPI achievement. Own financial performance, including P&L accountability and margin optimization. Manage contract compliance and change orders to control scope and maintain profitability. Collaborate with Sales to identify new business opportunities and influence strategic bids. Oversee formal sign-off on all project deliverables, coordinating input from account directors and clients. Drive pre-sales activities, bid tendering, and corporate offer reviews. Contribute to pricing strategy and RFP processes; identify and monetize new professional services offerings. Design and manage partner programs, evaluating opportunities and concluding partnership deals. Maintain and manage the CEPO portfolio to maximize resources and drive sustainable revenue models. Provide input to Sales and Operations on program-specific constraints for forecasting. Influence and provide leadership across multiple teams of professionals. Champion Customer Advocacy: Act as the primary advocate for customer interests across internal teams. Build Executive-Level Relationships: Lead quarterly business reviews and represent CEPO in strategic forums. Ensure Transparent Communication: Provide regular updates and act as a single point of accountability. Implement Customer Experience Metrics: Track KPIs (e.g., NPS) and integrate feedback loops for improvement. Manage Risk & Change: Proactively address risks, scope changes, and escalations with clear communication. Foster a Customer-Centric Culture: Mentor teams to embed engagement practices across CEPO activities. Negotiate and manage complex agreements and partnerships to enhance customer value. Provide strategic insights on market trends and customer needs to inform business decisions. Act as key entry point for aftersales topics, including issue resolution and escalation. Manage customer and third-party relationships and ensure satisfaction. Travel to customer and partner sites as required.

Requirements

• Bachelor's degree from an accredited institution.
• 10+ years in professional services, solutions delivery, or program management.
• Proven success managing multi-million-dollar programs and influencing senior stakeholders.
• Experience negotiating complex agreements and managing partner programs.

Nice To Haves

• Master's degree in a technical discipline—such as Electrical Engineering, Computer Engineering, Computer Science, Information Technology—or a related business field from an accredited institution.
• Demonstrated experience working on Electric Utility grid technology projects, as well as a strong understanding of Electric Utility business processes.
• Extensive hands-on experience with PowerBI and Salesforce for both technical data analysis and driving business insights.
• PMP or PgMP certification preferred, highlighting competencies in both technical project management and business program leadership.
• Strategic thinker with strong business acumen and financial oversight experience.

Responsibilities

• Lead the evolution of CEPO into a customer-centric organization.
• Drive strategic alignment between customer objectives and corporate goals.
• Mentor Program Managers and Project Managers on delivery excellence and client engagement.
• Represent CEPO in executive forums and act as the voice of the customer internally.
• Implement governance frameworks, KPIs, and transparent reporting.
• Ensure program delivery excellence with on-time delivery, budget adherence, and KPI achievement.
• Own financial performance, including P&L accountability and margin optimization.
• Manage contract compliance and change orders to control scope and maintain profitability.
• Collaborate with Sales to identify new business opportunities and influence strategic bids.
• Oversee formal sign-off on all project deliverables, coordinating input from account directors and clients.
• Drive pre-sales activities, bid tendering, and corporate offer reviews.
• Contribute to pricing strategy and RFP processes; identify and monetize new professional services offerings.
• Design and manage partner programs, evaluating opportunities and concluding partnership deals.
• Maintain and manage the CEPO portfolio to maximize resources and drive sustainable revenue models.
• Provide input to Sales and Operations on program-specific constraints for forecasting.
• Influence and provide leadership across multiple teams of professionals.
• Champion Customer Advocacy: Act as the primary advocate for customer interests across internal teams.
• Build Executive-Level Relationships: Lead quarterly business reviews and represent CEPO in strategic forums.
• Ensure Transparent Communication: Provide regular updates and act as a single point of accountability.
• Implement Customer Experience Metrics: Track KPIs (e.g., NPS) and integrate feedback loops for improvement.
• Manage Risk & Change: Proactively address risks, scope changes, and escalations with clear communication.
• Foster a Customer-Centric Culture: Mentor teams to embed engagement practices across CEPO activities.
• Negotiate and manage complex agreements and partnerships to enhance customer value.
• Provide strategic insights on market trends and customer needs to inform business decisions.
• Act as key entry point for aftersales topics, including issue resolution and escalation.
• Manage customer and third-party relationships and ensure satisfaction.
• Travel to customer and partner sites as required.

Benefits

• We are committed to ensuring equal employment opportunities for all job applicants and employees.
• Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
• Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.
• You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you.
• To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need.
• Only accommodation requests will be accepted by this phone number.
• We know that good benefit programs are important to employees and their families.
• Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

What This Job Offers

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