Customer Relations Program Manager

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Location:

Role: Customer Relations Program Manager

Location: Bangalore

Full/ Part-time: Full Time.

Build a career with confidence:

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role:

We are looking for a Program Manager to manage customer programs.  Who also collaborate with sales teams and corporate clients in both Life Sciences and Food verticals,  to effectively manage multiple programs.  The PM is responsible for setting up, executing, and overseeing program activities, ensuring alignment with business objectives and nurturing.  Prepare and present quarterly and annual reports on program performance and customer feedback.  Serve as a primary point of contact for program-related clients, addressing inquiries and providing solutions using Sensitech’s products and Services.

Strong background in customer service, with proven experience in managing and supporting client programs/projects and relationships.  Proficiency in MS Office, Salesforce, Tableau, and Power BI is desirable.  Excellent communication skills, with the ability to engage and connect with senior management at client locations. Industry experience in pharmaceuticals, food or coming from a Service/solution-driven background is preferred. Willingness to travel across India for client meetings and program implementation is a must. 

Looking for a proactive individual with strong organizational skills and a strategic mindset. Ability to work independently and as part of a team, adapting to a new role and environment. Passion for driving customer satisfaction and program success.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

This position is responsible for managing customer programs that help companies involved in the manufacture or distribution of temperature-sensitive products to monitor and continuously improve Life Science and Food Cold Chains, providing cold chain management expertise via proposing continuous improvements to clients and nurturing business growth using Sensitech’s hardware and software. This involves fact-finding, software/hardware implementation planning, data analysis, information visualization, process improvement, project management, report writing, support validation efforts, onsite customer visits and conducting proprietary system training.

This Program Manager involves working with a cross-functional team that includes salespeople, data analysts, project managers, and field technicians to create best practices and constantly identify ways to improve client user experience. 

PRINCIPLE ACCOUNTABILITIES:

·Facilitate the flow of information amongst all the external and internal stakeholders.

·Utilize conceptual modelling to translate and apply the client’s operations into software.

·Identify and apply analytics to transform customer data into valuable information/insights.

·Use cold chain expertise and technical writing skills to present issues to customers and initiate potential corrective/preventive actions.

·Perform the necessary troubleshooting in software and report to confirm issues and escalate the responsible team. 

·Track and chase all program correspondence and proactively guide all stakeholders in the successful management of the program.

·Provides cold chain management expertise and proposes improvement programs related to handling of life science and food products, and process improvement in cold chain management.

·Supports visibility, key performance measurements, and actionable insights into Sensitech’s content channels, and plans and manages those activities and processes through completion with stakeholders.

·Drives program data quality improvements based on Customer feedback and core Cold Chain performance measurements.

·Analyze large data sets, and create, and present detailed and actionable insights to customers.

·Examine and interpret new data to assist in building and strengthening business cases.

·Undertaking and implementing proprietary hardware and software projects at customer sites.

·Research and make recommendations about training, equipment, and technology to improve data use and drive efficiencies.

·Present at customer and industry events.

QUALIFICATION:

Bachelor’s degree in business, supply chain, engineering, computer science, and/or with any other industry-recognized certifications with a minimum 5 years' experience in customer-facing IT Support, customer service, application support, program, project, material, transportation, supply chain management, in the pharmaceutical, food or the transportation industry is desirable. 

Fluent in English, written and verbal are required.  Fluent in one or two other languages is strongly desirable.

Experience in the supply chain and working experience with Sales are strongly preferred.

·Experience in cold chain management, transportation, refrigeration, or distribution is strongly desirable, but not required.

·Positive attitude able to combine technical knowledge, commercial knowledge, and analysis into action.

·Strong interpersonal skills and service orientation

·Excellent program/project management skills, and detail-oriented with a proven record.

·Strong organizational skills and ability to prioritize project deliverables.

·Flexible work attitude and a team player

·Strong problem-solving skills and analytical and communication skills are required to translate details into understandable terms.

·Ability to learn new software and hardware concepts quickly and translate functionality into production.

·Good knowledge of process improvement and quality management methods.

·Excellent technical writing and computer skills

·Experience with MS Word, MS Excel, MS PowerPoint, SalesForce etc.

·Current knowledge of FDA and EU Regulations and familiarity with GxP software requirements are desirable.

TRAVEL: Up to 50% travel, typically 1-4 days in length, if required.

Benefits:

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

• ·Make yourself a priority with flexible schedules, parental leave.

• ·Drive forward your career through professional development opportunities.

• ·Achieve your personal goals with our Employee Assistance Programme

Our commitment to you

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better.

This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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