Program / Customer Manager Resume Sample
Leonel Bartell
97790 Lucienne Spur,
Detroit,
MI
+1 (555) 945 7115
Work Experience
Program Manager, Customer Experience
01/2018
-
PRESENT
Boston, MA
- Lead the Customer Solutions Function for TRMS across sites
- Monitor and report on Escalations metrics, deep dive and identify trends/root causes
- Analyze historical data to build improvement initiatives and drive improvement strategies across the network
- In conjunction with our Return Center Operations team- facilitate the design, implementation, adherence, and standardization of processes across Amazon’s WW return operations
- Use data to identify opportunities and develop and implement systemic and programmatic changes
- Work with Technology and Product teams to develop and implement tool and process changes to improve customer experience, asset recovery, productivity, and associate experience
- Work with the Operations and Supply Chain organizations to identify and implement continuous improvement opportunities for asset recovery, quality and customer
Customer Solutions Program Manager
06/2014
-
10/2017
Los Angeles, CA
- Define new KPI’s to improve returns internal cycle time, reduce transportation errors, and increase asset recovery without impacting customer experience
- Prepare reports, specifications, and technical analysis to fully define the design requirements, equipment, and services required
- Coach and guide all project teams throughout the entire project lifecycle
- Influence Leadership teams at various Amazon Fulfillment Centers
- Collaborate with multiple stakeholders to define business requirements and establish roadmap for program management activities
- Strong understanding of the industry landscape
- Bring strong quantitative skills, strategic thinking and sound business judgment, along with the ability to think creatively
- Able to think creatively and innovatively and put new ideas into action
- Influence outcomes without direct power to lead activities
Program Manager, Customer Digital Experience
05/2011
-
04/2014
Chicago, IL
- Experience in highly diverse and multicultural business environment
- Consistently take actions to show initiative in creating thoughtful and sustainable approaches to your work
- Accountable for building and maintaining impactful relationships with a high level of trust
- Able to maneuver the HP environment and simplify it for our customers and Dscoop boards
- Thrive in opportunities that require collaboration and acting as an advisor with key decision makers
- Know how to navigate the changing market landscape and HP environment and are able to communicate those in a way that allows the strategic plan to adjust accordingly
- Be at the forefront of understanding and building digital platforms, virtual education, multi-media educational delivery (livestream, video, on-demand, apps, etc)
Education
University of Kentucky
2005 - 2010
Bachelor's Degree in Related Discipline
Professional Skills
- # of customers that demonstrate “Thunk Factor” where our prospects, customers, partners and industry and financial analysts believe that HP Software is winning and delighting more customers that its competitors
- Strong strategic planning, stakeholder management and project management skills
- Excellent planning, organizational and delivery skills
- Excellent facilitation, communication, and storytelling skills
- Strong problem solving skills, sensitivity and sound judgment are needed to objectively analyze various issues that can/do develop and to make recommendations
- Demonstrated experience in presenting and advocating for customers
- Intermediate skills in Excel & Microsoft Access
How to write Program / Customer Manager Resume
Program / Customer Manager role is responsible for design, facilitation, programming, education, reporting, organization, auditing, finance, integration, database.
To write great resume for program / customer manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Program / Customer Manager Resume
The section contact information is important in your program / customer manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Program / Customer Manager Resume
The section work experience is an essential part of your program / customer manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous program / customer manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular program / customer manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Program / Customer Manager resume experience can include:
- Strong collaborative, interpersonal and presentation skills, with experience working with and influencing colleagues at all level
- Collaborated and effectively utilize available resources across interdisciplinary teams to drive results
- Leading efforts to identify and drive process improvements that enhance the customer experience
- Experience working in marketing programs, internal communications or a client and product-facing role
- Experience with designing, publishing, and/or collecting survey data
- Experience in implementing distance learning, new technologies, LMS, CRM, social media platforms to enhance growth and shared learnings
Education on a Program / Customer Manager Resume
Make sure to make education a priority on your program / customer manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your program / customer manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Program / Customer Manager Resume
When listing skills on your program / customer manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical program / customer manager skills:
- Comfortable with change and experience in being an effective change agent
- Experience in managing customer programs from ideation, to execution, to effectiveness analytics
- Execute all directed customer experience programs across the user experience and ensure the successful integration of all customer operations
- Assure that all operational customer experience programs achieve end to end success from initial user experience to service and delivery of product
- Experience working with customers and a strong background in interfacing with internal and external stakeholders
- Provide an enterprise level view of all CTR Customer Experience Projects to the Associate Vice President of CTR Customer Experience
List of Typical Experience For a Program / Customer Manager Resume
1
Experience For Program Manager, Customer Experience Resume
- Experience working in a client service, customer success or customer immersion/empathy role
- Experience development and implementing enterprise data center projects
- Professional experience in technology or management
- Work hyper-cross functionally with our Global Sales, SMB and Product Marketing teams
- Confidence to challenge conventional thinking with fresh and creative insights; ability to independently manage ambiguity and thrive in times of change
- Customer obsession, passion for delighting customers
- Quantify cost saving related to CX improvements
2
Experience For Customer Solutions Program Manager Resume
- Critical understanding of our business strategy and alignment with customer expectation
- Utilizes available business systems to track, maintain and schedule all customer interactions to ensure all customer milestones are being met
- Lead flawless execution against recommendations, ensuring all stakeholders are aligned on progress
- Clearly communicate regional needs, cultural differences and understanding, and acceptable community practices
- Drive engagement of HP GSB customers into Dscoop and increasing NPS scores in all regions
- Establish regular meeting cadence Quarterly Executive Meetings
3
Experience For Customer Success Program Manager Resume
- Contribute and collaborate to organizational scorecards such as weekly operational reporting and monthly Health Scorecard
- Support marketing activities and go-to market strategy
- Travel (to MPK and within EMEA region)
- Posted: 25th February 2015
- In collaboration with CX Leadership and the Customer Voice team, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer
- Demonstrable skills across several core domains essential for delivering programming excellence, including conducting strategic needs analysis, program design and facilitation
4
Experience For Program Manager, Customer Digital Experience Resume
- Deep experience in effective program management
- Strong public speaker and group facilitator and able to engage large groups of people
- Ads industry experience desired
- Develop a portfolio of inspirational programs that help our monetization product builders better understand our customers at an emotional level, giving them a picture of who they are building for
- Demonstrable skills across several core domains essential for delivering programming excellence, including conducting strategic needs analysis, program portfolio management, program design and facilitation
- Experience in setting a strategic vision for a desired audience
5
Experience For Customer Lifecycle Program Manager Resume
- Experience Financial Services or Marketing
- Critical thinker with entrepreneurial mindset (startup thinking, forward thinking)
- Customer orientation with the ability to leverage consumer insights to build and manage pipeline of innovative products, services and processes
- Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail, and Transportation, software development and IT to design the program’s standard operational procedures, processes and technical requirements
- Monitor the program’s overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate
6
Experience For Customer Success Productivity Program Manager Resume
- End to end responsibility for the program’s execution and success
- Become an expert on the customer’s Unitrends deployment and the go-to person for their strategic business direction
- Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Unitrends’ partnership
- Collaborate cross functionally to identify and generate value-driven content that CSM’s can leverage in customer engagements
- Produce publishable AWS Marketplace customer profiles, success stories and formal case studies highlighting our customer’s successes in top software categories, in addition to driving customer blog posts, social content, and AWS Marketplace software solution reviews
- Drive external and internal promotion of the customer’s success story via newsletters, blogs, social media, and events
- Drives the scope of the program and ensures that objectives remain consistent with the organization’s strategy
7
Experience For M HIS Customer Reference Program Manager Resume
- Works closely with the Corporate Marketing M&A Integration team on key announcements and communication to M&A customers at acquisition and through the various integration stages to operational integration and beyond
- Integrates newly acquired company’s customer program functions (feedback & response surveys, executive advisory boards & councils, issues escalation, executive engagement programs, user group management) with Oracle’s Global Customer Programs functions in the most appropriate way
- Evaluates and understands the newly acquired company’s customer experience processes and communications programs to determine the best way to onboard new customer communities
- Identifies best practices from M&A companies, evaluates feasibility within Oracle and helps facilitate change management to bring in new processes as appropriate
- Proven ability to quickly learn new technical domains and train others
- Innovate! There’s huge opportunity to drive increased customer engagement and adoption of our products and services. How do we do this better?
- Drive consistency and continuous improvement across all in-person support centers
- Advocate for improvement with multiple teams to ensure comprehensive integration across in-person and remote support centers
8
Experience For Customer Advocacy Program Manager Resume
- Assess and identify appropriate cross-functional team members required to produce business outcomes
- Evaluate, understand, and continuously improve upon success of the in-person support program
- Define and implement success measurements for all aspects of program performance across people, process, and technology
- Commitment to constant improvement and growth
- Design, report, and act on program metrics with precision and clarity
- Strong ability to understand tools (individual components) and systems (the people, process, and technology that combine to produce outcomes): how they work, how they break, and why they are important
- Drive the effective utilization and adoption of new Customer Success Engagement model
- Elicit feedback for continuous improvements to the Customer Success Engagement Model
9
Experience For Senior Customer Advocacy Program Manager AWS Marketplace Resume
- Based on the Customer Success Roadmap, plan for necessary domain/technical skill development and partner to create educational plans to enable employees to successfully support the future direction and needs of the Customer Success organization
- Meets with suppliers to develop common metrics and objectives through development and delivery of creative brief(s)
- Works with global cross functional team to deliver results
- Communicates project status to counterparts
- Serves as lead liaison between end-customer and suppliers for all related program issues
- Tracks, manages, and reports all internal key measurements
- Creates initial B2B solutions and maintains B2B connectivity for engagements
10
Experience For Customer Advocacy Program Manager / Team Lead Resume
- Extensive knowledge and application of principles, theories and concepts. Complete knowledge of all job functions and the broad industry best practices, techniques and standards
- Represents organization as a prime contact on projects or contracts. Interacts frequently with senior professionals and management and often has to coordinate the work between departments or organizations
- Strong communication skills. Able to effectively present and defend point of view to a variety of audiences
- Experience in a customer experience role within a contact center or customer success team
- Program management experience, and proven ability to drive initiatives to conclusion
- Demonstrated experience in Product Management or Systems/Business Analysis
List of Typical Skills For a Program / Customer Manager Resume
1
Skills For Program Manager, Customer Experience Resume
- Engaging presentation style and visual communication skill, with ability to inspire, motivate and persuade stakeholders
- Project management experience with scoping, leading, and delivering moderately complex projects
- O Lead Advocacy & Readiness team in providing user-centered design thinking and collaborating with stakeholders to drive customer experience improvements
- Extensive experience creating internal and customer facing collateral
- Professional experience gained working in technology industry or similar fast moving environments
- Experience development, implementing, or supporting enterprise infrastructure or cloud environments
- Prioritize existing and incoming initiatives
2
Skills For Customer Solutions Program Manager Resume
- Perform Industry Benchmarking to ensure we are providing a comparable or better customer experience
- Experience with product pricing & positioning
- Previous experience in supporting a digital solution; Chat, Chat Bots, AI Integration, Automatons
- Able to operate office equipment including telephone, mobile phone, photocopier, fax machine, scanner and calculator
- Learn and obtain a strong understanding of the Analytics market
- Overall relevant (marketing and/or HR) experience
3
Skills For Customer Success Program Manager Resume
- Prefered candidates to have previous experience with journey mapping and customer personas
- Demonstrates a willingness to take personal ownership and responsibility for achieving results
- Excellent attention to detail while also understanding the strategy and vision that drives the team
- Experience in managing a diverse set of relationships in an organization both internally and externally
- Concurrently manage and assess broad strategies and execute against multiple priorities in evolving, often ambiguous and complex situations
- Escalations:Occasionally lead escalations when customers need priority problem solving attention from Gigamon technical staff
- Quickly adapt to rapidly changing priorities and deadlines
- Overall relevant experience, min 2 years multiple HR domain areas
- 3-5 yrs of experience in Account Management or a senior level Customer Service position, ideally in the medical device or healthcare industry
4
Skills For Program Manager, Customer Digital Experience Resume
- Create and deliver effective presentations to internal and external customers
- Natural ability to build strong relationships is required
- Think strategically, solve problems and use good judgment
- Responsibility for program coordination as directed and in support of the stated customer experience strategy
- Partner with Direct To Consumer marketing, sales, and service organizations to optimize customer experience!
- Be a change catalyst who helps teams prioritize and adapt quickly in a rapid growth organization, and lead implementation of change
- Concise, direct, clear communication with a validated ability to navigate difficult messages, clear up ambiguity, and hold accountability tactfully
- Analyze operational and customer experience
- Strong ability to partner and work in a collaborative team environment
5
Skills For Customer Lifecycle Program Manager Resume
- Proven ability to follow through on commitments and foster mutual trust
- Listen & Interpret Based on collected data, work with relevant SME’s to prioritize the Customer Insights & Trends related to customer journey
- Working knowledge of SQL queries, data analysis, and reporting
- Working knowledge of HTML, CSS, Outlook email templates
- Enhance existing programs and content, ensuring alignment to current and planned product/feature releases and changing organizational drivers
- Author, manage, and distribute operational notifications to Oracle Public Cloud customers and Internal Oracle Groups using best practices, training, tooling
- Drives customers towards reaching important KPI milestones by monitoring program utilization and identifying ways to maximize adoption
- Strategic planning, tracking, and reporting expertise
- Increase Retention through ongoing social listening as well as use of strategic, tech touch points throughout the customer journey
6
Skills For Customer Success Productivity Program Manager Resume
- Passion for finding the optimal solution for each customer by tapping into available resources
- Focus on ongoing enablement for the Customer Success Management team to support new and existing programs
- Accustomed to working in a complex, changing environment
- The ability to get others to take action and a passion for influencing organizational change and breaking down cross-functional barriers
- Partners with internal teams, evaluating and establishing direction of internal processes and systems
- Coordinates the install activities with internal teams, including sales, training, field service and technical service
- Serves as Customer Advocate championing their needs and collaborating with internal teams to ensure success
7
Skills For M HIS Customer Reference Program Manager Resume
- Collaborates to recommend and evaluate technologies relevant to online learning and building communities and knowledge
- High comfort level with data analysis, reporting and business intelligence gathering
- Develop a Strategic Advocacy Plan to connect with all customers through meaningful outreach and interactions leveraging Wiley’s online advocacy hub
- Able to communicate orally and in writing in a clear manner
- Capabilities through digital platforms including Adobe and Hybris
- Understand the customer’s POV at all times and take it into consideration when making business decisions
- Sound business background, preferably working in a Customer Service or Outsource service environment
8
Skills For Customer Advocacy Program Manager Resume
- Understand the agile and scrum methodologies and building of functional requirements to meet end user’s/customer’s needs
- Develops and delivers training, i on VOC processes and best practices to site leadership and VOC members
- Identify trends in customer needs and/or constraints to assist in building requirements
- Influence strategy scaling solutions and services with Amazon’s growth, complexity and diversity
- Creative mind that is always looking for new opportunities to drive value for customers
- Own and drive each persona through the full persona lifecycle from intake to maintenance and auditing
- Build upon the team’s empathy programs, in particular, elevating the voice of the customer outside of the US
9
Skills For Senior Customer Advocacy Program Manager AWS Marketplace Resume
- Maintain a consistent communication strategy for informing stakeholders to progress, health, roadblocks (with actions), and completeness
- Successful track record of autonomously running multiple, concurrent, high visibility initiatives
- Build consensus and enthusiasm among cross-functional teams towards achieving individual and company-wide goals
- Track record of communicating well with multiple stakeholders
- Balance curiosity and the assumption of positive intent with skepticism and driving business results
10
Skills For Customer Advocacy Program Manager / Team Lead Resume
- Improve our communications strategy for proactive announcements of any customer/tenant impacting events
- Help design strategies on other value added services related to communicating to customers/tenant owners
- Works with global counterparts to ensure both internal and external global key measurement indicators are being met
- Manages program effort ensuring content and deliverables are executed in a timely fashion
- Serves as escalation point for all issues pertaining to customer, end customer, supplier, or Regional counterparts
- Quotes, verifies, and manage the pricing for all customers
List of Typical Responsibilities For a Program / Customer Manager Resume
1
Responsibilities For Program Manager, Customer Experience Resume
- Evaluate and prioritize work requests for effective resource management
- Demonstrated ability to develop voice of the customer programs
- Cultivate strong relationships with key hospital personnel in assigned customer accounts to drive continued value of all available services
- Adept at partnering with cross functional teams, including customer marketing, support, product and development to bring about successful customer outcomes
- Assist in the preparation of business planning and strategy development
- Develop customer success reporting and scorecards to track progress against pre-defined goals and KPIs
2
Responsibilities For Customer Solutions Program Manager Resume
- Define new support offerings or enhance existing support offerings to enable customers to more quickly implement and fully adopt SolarWinds software
- Driven individual who works well with other team members to achieve or surpass performance goals
- Interview customers and design journey maps to convey customer sentiment, questions, emotions, and needs
- Maintain a set of customer personas based on common customer traits
- Acts as a customer advocate
3
Responsibilities For Customer Success Program Manager Resume
- Serve as SME for the program internally and externally
- Develop Strategy and/or Roadmap for the program as directed by leadership vision
- Manage projects/initiatives/process improvements documentation as necessary (ex. Business case, Requirements documentation)
- Meet with stakeholders impacted by the program
- Develop success measures for the program
- Accountable for administrative tasks associated with the program
- Participate in prioritization of the business units technology request backlog for the development team in accordance to the business values, need and how the requests tie back to our strategic goals
4
Responsibilities For Program Manager, Customer Digital Experience Resume
- Drive influence and behavior of program evolution
- Partner with other business units to drive adoption of program strategy
- Develops production schedules to meet internal goals as well as expectations of internal/external customers
- Adheres to annual budget as established by senior leadership
- Perform project management activities as necessary related to program initiatives
- Appropriately set and manage expectations
5
Responsibilities For Customer Lifecycle Program Manager Resume
- Keep leaders updated on tasks and offer realistic timelines on deliverables
- Proficient in Word, Excel, Powerpoint, and web-based survey campaign tools
- Manage the successful onboarding of da Vinci customers by ensuring customers are leveraging all services and resources effectively throughout the customer lifecycle
- Act as the internal support lead for end users during new product launches and da Vinci program implementation
- Partners with the field sales organization, marketing and other internal teams to identify customer leads that align with overall program goals and objectives
- Lead development of overall HP corporate strategy, as well as project specific strategy to support business and investment decision making
- Standardize the Customer Insight Content & Meeting agenda with Product Teams
- Educates sales on available resources, share best practices and program efficiencies to ensure program optimization is achieved
6
Responsibilities For Customer Success Productivity Program Manager Resume
- Demonstrable knowledge of lean management
- Familiar with agile development frameworks
- Able to multi-task in a fast-paced atmosphere and navigate through an ambiguous environment ; enjoys challenges
- Identify and evaluate opportunities with a bias towards actionable intelligence and/or results
- Stay current on industry trends, competitive landscape and internal product development efforts
- Structure complex problems, analyze large amounts of data and information, and deliver insights and recommendations HP’s executive team along with Dscoop teams and volunteers
7
Responsibilities For M HIS Customer Reference Program Manager Resume
- Strategize at both the macro level, as well as for more tactical outcomes
- Help gather and review education, content, information to help drive higher levels of engagement of our customers
- Create relationships and connections with external industry experts that can deliver content and knowledge
- Define and manage a process across key Customer Success Manager divisions (Premium Support, CSM, Consulting) and beyond to collect and analyze relevant data sources for customer insights: Designated Support Specialists, Customer Success Managers, Consultants, etc
- Enterprise Customers Relationships Surveys
- Enterprise Customers Meetups, Workshops, Webinars, etc
- 1:1 Enterprise Customers Engagements
- Document Monthly Highlights & Lowlights
8
Responsibilities For Customer Advocacy Program Manager Resume
- Manage the overall communication the insights to the product development groups
- Identify Solution & Actions items Discuss possible solutions and agree on commitments
- Create, modify and/or eliminate load management, energy efficiency, renewable and electrification programs to evolve the Company offerings for long term success and achievement of Company strategy
- Prepare data responses supporting programs as needed
- Demonstrated experience in demand-side, renewable or electrification resource market analysis, resource modeling, technology knowledge, and performance/delivery contracting
- Demonstrated knowledge of the application of residential, commercial, industrial, and agricultural DSM technologies in areas including lighting, HVAC, building envelope, refrigeration, motors, controls, compressed air systems, material handling systems and industrial processes
9
Responsibilities For Senior Customer Advocacy Program Manager AWS Marketplace Resume
- Communication and interpersonal skills to manage and motivate employees
- Use oral and written communication to communicate objectives and action plans
- Proactively identify additional Professional Services opportunities, working with the customer to define the customer’s chat bot roadmap and subsequently managing the activities to achieve the roadmap milestones
- Directly report to the Sr Program Manager, Digital Program Optimization North America and provide; client KPI reporting, client escalations, growth opportunities and risks, client roadmaps, etc
- Advocate and influence for the customer experience across the company
- Define the customer journey assets and mapping across our global customer base
- Drive higher adoption rates of our customer journey assets
- Lead the definition & roll out of a Voice of the Customer (VoC) strategy
10
Responsibilities For Customer Advocacy Program Manager / Team Lead Resume
- Deliver high impact and high value programs/ projects
- Expert communicator, facilitator, and roadblock remover
- Travel is estimated to be roughly 10%
- Customer focus: The ability to keep the customer’s perspective in mind
- Highly organized, self-motivated, detail oriented, and ability to work independently
- Experience working in a shared services environment and other elements of service support such as process redesign, call center related systems and customer or user process design
- Previous experience with personas/persona creation and maintenance
- Positive attitude, self-motivated and an ability to work independently in a dynamic in a fast paced environment
- Measure/improve NPS|CSAT|and/or CES
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