Office - Customer Program Manager (80% WFH) (w/ Salesforce)

Full-time - Mid Level

Schaumburg, IL

About the position

The Customer Program Manager will oversee a team of Customer Account Representatives, providing leadership and guidance while managing customer projects and ensuring high levels of customer satisfaction. This role involves direct interaction with key strategic accounts, handling escalated issues, and contributing to the continuous improvement of customer service processes. The position allows for a hybrid work model, with significant work-from-home flexibility after initial training.

Responsibilities

• Receive complete training
• Manage a team of Customer Account Representatives
• Provide leadership, oversight and guidance to team members
• Monitor customer project timelines
• Allocate labor according to business needs
• Serve as a direct point of contact for key strategic accounts
• Oversee customer contract renewal processes for existing customers
• Oversee the creation of project proposals for new customers
• Ensure the timely distribution of customer invoices
• Handle escalated Customer Service issues and complaints
• Serve as a resource for new and existing team members
• Run routine and special reports
• Coordinate with leadership teams
• Contribute to strategic planning and continuous improvement efforts
• Handle special projects
• Perform other duties as assigned

Requirements

• At least 5 years of Customer Service, Customer Support, Project Coordination, Project Management, Sales Support, Administrative Operations or similar
• At least 2 years of related management, supervisory and/or team lead experience
• A Bachelor's Degree
• Salesforce proficiency
• Proficiency with Microsoft Word, Excel and Outlook

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off