Program Manager Customer Success

About the role

The Program Manager (PM) position is expected to bring value at the strategic level to both Century and our customers by utilizing extensive knowledge of Century’s supply chain operations and IT solutions. The PM is directly involved in operational oversight, customer management, IT project development, and ongoing support of VIZIV® and its various modules, all focused on delivering a superior supply chain solution. This role serves as the front line in Century’s efforts to establish a superior reputation for customer service.

Responsibilities

• Corporate Supply Chain Management
  • Be a leader within the organization, assisting other departments (SCEs, NAST, ASRs, and Century Origin Offices) to improve overall team knowledge, efficiency, and customer satisfaction.
  • Be a leader for external customers, providing superior customer service, knowledge, and account management to assigned customers.
  • Assist Century in meeting the company’s mission to create the most responsive and customized logistics services available in the market.
  • Take an account ownership approach of the assigned customers, ensuring high customer satisfaction and account retention.
  • Provide leadership in developing and maintaining best‑practice solutions and long‑term strategy in supply chain operations to achieve a competitive advantage.
  • If applicable, attend targeted seminars, courses, workshops, and/or industry events pertaining to the function.
  • Attend and provide insight/suggestions to IT/Development on possible improvements or options to produce a more efficient product.
  • Take on special projects as needed or requested.
  • Do not be bound by a specific role or job function; take the initiative to address or solve problems to achieve the highest possible customer satisfaction.
• Operational Account Management
  • Visit prospective and/or existing customers regularly to review their supply chains and suggest improvements to workflow and efficiency.
  • Identify customer pain points, recurring issues, “black holes,” or manual processes and streamline them through VMS use or other integration points.
  • Review operational processes and SOPs to ensure they are current and aligned with account goals; update SOPs with the team as needed.
  • Ensure customer addendums are current and updated when necessary.
  • Manage/lead regular calls with customers to stay abreast of operational and system issues as well as opportunities.
  • Assist in the creation and maintenance of customer roadmaps for the accounts you are involved with.
  • Engage the origin team (Ops Leads, ACMs, Management) to address ongoing issues when necessary.
  • Escalate critical operational issues to the Director, Customer Strategy, VP Customer Solutions, or Executive sponsor/Sales to ensure action plans are outlined and implemented.
  • Prepare material and/or agenda items (when requested), attend, and present at customer meetings/QBRs.
  • Communicate results of each meeting to the teams directly involved with the account.
  • Maintain and enhance relationships with customer and service‑provider contacts to build Century’s reputation for service quality.
  • Identify revenue opportunities with assigned accounts, whether physical (CDDS/CEXQ/CDSB) or IT‑related.
• IT Product Development / System Support and Configuration / Customer Deliverable
  • Identify new process or system requirements from internal and external customers and design IT solutions that address these requirements.
  • Receive customer requests for new features, reports, modules, or enhancements; clearly document project goals and create a Project Scope/Process Map/Statement of Work/Expectations document using Century methodology for sign‑off. Create ROI or SOW documents when needed.
  • Create projects and tasks with detailed specifications and timelines to meet each customer requirement, accounting for internal resources and identifying gaps or risks.
  • Manage customer project lists to ensure deliverables are clear, prioritized, and achieved; follow up after new features or enhancements to confirm satisfaction.
  • Create all associated documentation for training, support, etc.
  • Identify and resolve complex technical problems without supervision; when unable to resolve, create clear Help Desk tickets and monitor/close them.
  • Manage customer configuration and views (grid admin, MPP, PEP, database tools) to meet demands.
  • Understand customer interfaces, provide issue details, check internal back‑end systems