Customer Experience Program Lead

About the role

Join the Alto‑Shaam team and take a virtual tour of our facility: https://app.cloudpano.com/tours/piGHjskWR. Whether you’re just beginning your career or have years of assembly experience, you’ll be part of a passionate team working toward continuous improvement, promotions, pay raises, and company‑wide innovation. Since 1955, Alto‑Shaam has pioneered industry‑leading foodservice equipment that anticipates and responds to industry needs, helping generations of foodservice professionals enhance their menus and achieve a greater return on investment.

Responsibilities

• Act as the customer advocate and project leader for strategic initiatives, Voice of Customer programs, and key account solutions.
• Oversee RFPs, customization, and rollout execution while maintaining day‑to‑day support for assigned accounts.
• Partner with Sales, Operations, Supply Chain, and Product Management to deliver customer‑driven improvements and scale successful solutions across the organization.
• Own the Voice of Customer program: collect, analyze, and translate customer feedback into a prioritized set of projects and improvements.
• Serve as a trusted advisor to customer stakeholders and executives, as well as to internal teams.
• Lead customer‑specific projects from concept through implementation and adoption, including rollouts, requirements, and account‑driven process changes.
• Measure and quantify the business value of customer experience improvements, linking outcomes to Alto‑Shaam’s brand promise and sustainable competitive advantage.
• Own bid, RFP, and quote management for strategic and national accounts; coordinate pricing and proposals across functions.
• Develop responses to national/strategic RFPs and quotes that articulate the company’s value propositions and brand promises.
• Manage a repository of reusable RFP content.
• Handle day‑to‑day customer service execution for assigned accounts—order entry, quote support, status inquiries, and standard issue resolution—to keep project and VoC work grounded in real customer experience.
• Coordinate customer‑specific customization requests and purchase order execution on complex accounts, partnering with Sales, Engineering, Product Management, and Operations.
• Scale solutions proven on one account into standard practice across the customer base.
• Develop visibility into customer trends, pain points, account opportunities, and emerging needs; support account forecasting and rollout.
• Apply strong conflict‑management and negotiation skills to resolve challenging customer and sales requests.
• Support strategic planning and marketplace development by surfacing customer opportunities and risks.
• Facilitate internal support of national and strategic account relationships to ensure alignment across the enterprise via planning, execution, reporting, and data governance.
• Drive seamless collaboration between customers, partners, and internal teams.

Qualifications

• Experience leading cross‑functional projects and driving organizational change.
• Strong stakeholder management, communication, and influencing skills.
• Customer‑focused mindset with strong business acumen and analytical capabilities.
• Experience with RFPs, proposals, CRM systems, and customer‑facing business processes.
• Bachelor’s degree or equivalent experience preferred.
• 5–8 years of related experience preferred; PMP certification preferred.

Additional Information

For more details about benefits, job duties, and company values, visit Alto‑Shaam’s website.