Customer Excellence Program Manager - Systems and Processes
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Business Analysis
In short
As a Customer Excellence Program Manager, you will lead digital transformation and process improvement initiatives to enhance customer-facing operations. This hybrid role involves improving CRM system effectiveness, data governance, and collaborating with various departments to drive efficiency and customer satisfaction.
Responsibilities
- Lead digital transformation initiatives for customer sales internal processes (CRM, quoting, order management, e-invoicing).
- Develop strategies aligning Sales Operations with business goals.
- Resolve complex conflicts between customers/suppliers and the company.
- Identify opportunities to automate manual processes and leverage digital tools.
- Partner with business stakeholders and IT to define requirements and implement solutions.
- Lead deployment and adoption of new technologies and workflows.
- Act as a subject matter expert for CRM System (C4C/Microsoft Dynamics) platforms.
- Drive CRM System optimization projects for functionality, usability, reporting, and user adoption.
- Define and implement CRM System data standards, governance processes, and best practices.
- Collaborate with Sales, Customer Service, and Marketing to enhance customer visibility and engagement.
- Monitor CRM System performance and recommend enhancements.
- Establish and maintain customer master data governance standards.
- Oversee training and support for CRM System and Customer Service processes.
- Directly manage the CRM/C4C Lead.
- Lead initiatives to improve the accuracy, consistency, completeness, and integrity of customer master records.
- Identify data quality issues and develop corrective actions.
- Create and manage processes for customer account creation and data maintenance.
- Collaborate with ERP, CRM, and business system owners for data alignment.
- Develop documentation, standard operating procedures, and training materials.
- Establish KPIs and dashboards to measure operational performance.
- Persuade leadership with actionable insights based on business data.
- Collaborate closely with Sales, Customer Service, Marketing, IT, Supply Chain, and Finance teams.
- Ensure inventory availability and supply chain activities align with customer orders.
Requirements
- Bachelor’s degree in Business, or related field.
- 3–7 years of experience in Sales Operations, Customer Operations, Business Process Improvement, CRM Administration, Business Analytics, or related roles.
- Direct employee management experience.
- Direct customer interaction experience.
- Experience leading digital transformation, CRM improvement, or data governance initiatives.
- Demonstrated success in process improvement and project management.
- Strong ability to strategize, influence, and anticipate in a business context.
- Strong project management skills.
- Excellent communication, negotiation, and stakeholder alignment skills.
- High-level of adaptability, initiative, and accountability.
- Experience with CRM platforms.
- Knowledge of ERP systems and customer master data management processes.
- Proficiency in data analysis and reporting tools.
- Strong analytical, forecasting, and problem-solving capabilities.
- Excellent oral and written communication skills.
- Valid Driver’s License.
Benefits
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
#Customer Excellence#Program Management#Systems#Processes#Digitalization#Data Governance#Continuous Improvement#CRM#Sales Operations#Customer Service#IT#Marketing#Business Operations#Operational Excellence
Company
Atlas Copco Group
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
Hybrid
Experience Level
Mid-Senior
Locations
Sanborn, United States
Qualification
Bachelor
Applicants
Be an early applicant