Strategic Accounts Program Manager

South Bay Solutions•Fremont, CA

22h•Onsite

About The Position

The Strategic Accounts Program Manager is responsible for managing and supporting assigned customer accounts, ensuring accurate data management, effective cross-functional coordination, and on-time delivery of customer orders. This role serves as a key liaison between customers and internal teams, driving operational efficiency, issue resolution, and continuous process improvement.

Requirements

High School Diploma or equivalent required.
Minimum of five (5) years of relevant experience.
Knowledge of raw materials and supplier lead times.
Understanding of manufacturing cycle times.
Experience with production planning and inventory management.

Nice To Haves

Strong working knowledge of Epicor ERP systems preferred.

Responsibilities

Build and maintain strong relationships with key stakeholders, including executives, internal teams, customers, and external partners, to ensure alignment with program objectives.
Proactively identify risks and issues that may impact product delivery and develop mitigation strategies to address them effectively.
Facilitate clear, consistent, and transparent communication across teams and with customers by providing regular updates on customer status, milestones, schedules, and risks.
Identify and recommend opportunities for process improvements and operational efficiencies within the department.
Manage customer relationships while exercising sound judgment and independent decision-making to ensure customer parts are delivered accurately and on time.
Download, analyze, and reconcile customer data to ensure accuracy across customer portals and internal MRP systems.
Maintain and update customer order and part status within the MRP system.
Collaborate cross-functionally with internal departments to track orders, manage escalations, and ensure timely resolution of customer issues.
Support incoming calls and emails by responding directly or routing inquiries appropriately.
Partner with Accounts Receivable to resolve customer billing disputes and discrepancies.
Process RMA requests, including coordination and issuance within internal systems.
Perform additional job-related duties as required and assist with mentoring Program Managers by sharing best practices and standardized methods.