Project/Program Manager II

Description:

Apex Systems has an opportunity for a Contract Customer Success Manager for one of our fortune 500 clients.

You will work directly with operations leaders to meet or exceed the stated goal of sorting 20k missions per hour (MPH) through the site’s robotic technology and processes. You will partner with the CSM to identify operational pain-points, translate those into opportunities enabling process changes to improve system performance and customer sentiment.

You will use your technical acumen, program management, organizational change management, and communication skills to align a broad range of initiatives for the customer. You will drive execution excellence for your portion of the end-to-end guidance model (e.g., technical, operational, organizational, and educational) that span several teams, levels, and cross-functional business units.
As a CSM, you have a business outcome mindset, broad technical background, and a passion for problem-solving. You are a team player, use data to make choices, express yourself thoughtfully verbally and in writing, and are passionate about delivering Earth’s most customer-centric experiences.

Responsibilities:

• Implement and support training mechanisms and processes to enable the team to more efficiently utilize their assets, build subject matter expertise, and innovate to address the needs of operations and customers.
• Auditing adoption of new processes and improving effectiveness of safe and effective operational best practices.
• Identifying and addressing trending operational performance issues and improvement opportunities, and implementing solutions
• Capture and submit “voice of the customer” regarding product/service feedback to influence support and development priorities.
  Required location: 100% Onsite Hebron, KY

Qualifications:

• 2+ years of experience in customer-facing roles, with experience resolving technical issues with operations, engineering (software/hardware), and leadership teams
• 2+ years of Project/Program Management experience
• Knowledge and/or working experience with analytical tools (sql, Excel, tableau)
• Excellent written and oral communication skills
• Bachelor’s degree (Engineering Preferred)
• 6-Sigma Experience
• PMP certification