Program Manager

CRST The Transportation Solution, Inc; Town of Amherst (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

CRST The Transportation Solution, Inc. is seeking a Program Manager to own CRST’s relationship with assigned national customer programs and act as the primary liaison between the customer and CRST.

The role protects and grows revenue within each customer, plans and oversees program execution with Operations, and manages program pricing and performance to create value for the customer. The position requires guiding program launches, coordinating with multiple departments, tracking performance,

Qualifications

• Five or more years of experience in account management, program management or customer-facing operations in final mile, logistics, transportation or retail.
• Demonstrated ability to manage relationships with large customers and grow revenue within existing accounts.
• Ability to plan and coordinate complex programs across departments and to calculate and manage program pricing.
• Strong analytical, communication and Microsoft Office skills, including presenting performance results to customers.

Responsibilities

• Own and be the primary point of contact for assigned customer programs, representing the customer inside CRST and CRST to the customer.
• Protect current revenue and grow business within assigned customers by identifying new services, locations and volume opportunities and meeting growth goals.
• Plan program launches, changes and ongoing execution, coordinating load plans and resources with Operations so schedules, service levels and objectives are met.
• Calculate and maintain program and project pricing, partnering with Pricing and leadership on proposals, renewals and changes.
• Track program scorecards and service performance, report status and issues to leadership and the customer, and drive corrective action.
• Resolve customer issues and coordinate escalations with Operations and the Director - Program Management, closing the loop with the customer.
• Prepare for and support quarterly business reviews and other strategic customer meetings with performance insights and growth recommendations.
• Partner with Operations, contact center, field, billing and implementation teams so program commitments are delivered consistently.
• Travel as needed to support business needs.
• Maintain regular and reliable attendance while performing other duties as assigned to support team and business needs.

Skills

Account management

CRM software

Pricing analysis

Microsoft Office

Education

Bachelor’s degree in Business or Supply Chain

Project Management Professional (PMP)

Tools

MS Excel

Job description

Compensation: Competitive compensation package. Additional details will be discussed with qualified candidates during the interview processAIP Eligibility: This position will be eligible for an Annual Incentive Plan (AIP) with a target payout of 10% of the annual base salary.
Benefits: Comprehensive package including medical, dental, and vision coverage; prescription drug and telemedicine services; company-paid life and disability insurance; retirement savings with company match; paid time off, holidays, and parental leave; plus additional voluntary benefits and employee discounts.

Job Family Summary :
Sales professionals build relationships that grow CRST’s business. They understand customer needs, create tailored transportation solutions, and deliver long-term value through partnership.

Job Summary :
The Program Manager owns CRST's relationship with assigned existing national customer programs, serving as the primary liaison between the customer and CRST. The role protects and grows revenue within each customer, plans and oversees program execution with Operations, and manages program pricing and performance. It creates value by keeping key customers satisfied and expanding the business CRST does with them.

Essential Duties and Responsibilities :

• Customer Relationship Ownership: Serve as the owner and primary point of contact for assigned customer programs, representing the customer inside CRST and CRST to the customer.
• Revenue Retention and Organic Growth: Protect current revenue and grow business within assigned customers by identifying new services, locations and volume opportunities and meeting growth goals.
• Program Planning and Execution: Plan program launches, changes and ongoing execution, coordinating load plans and resources with Operations so schedules, service levels and objectives are met.
• Program Pricing: Calculate and maintain program and project pricing, partnering with Pricing and leadership on proposals, renewals and changes.
• Performance Management and Reporting: Track program scorecards and service performance, report status and issues to leadership and the customer, and drive corrective action.
• Issue Resolution: Resolve customer issues and coordinate escalations with Operations and the Director - Program Management, closing the loop with the customer.
• Business Reviews: Prepare for and support quarterly business reviews and other strategic customer meetings with performance insights and growth recommendations.
• Cross-Functional Coordination: Partner with Operations, contact center, field, billing and implementation teams so program commitments are delivered consistently.
• Travel: Travel as needed to support business needs.
• Accountability and Reliability: Maintain regular and reliable attendance while performing other duties as assigned to support team and business needs.

Requirements :

• Education: High school diploma or equivalent.
• Experience: Five or more years of experience in account management, program management or customer-facing operations in final mile, logistics, transportation or retail.
• Customer Relationships: Demonstrated ability to manage relationships with large customers and grow revenue within existing accounts.
• Program Execution and Pricing: Ability to plan and coordinate complex programs across departments and to calculate and manage program pricing.
• Analysis and Communication: Strong analytical, communication and Microsoft Office skills, including presenting performance results to customers.

Preferred Qualifications :

• Education: Bachelor's degree in Business, Supply Chain Management or a related field.
• Final Mile Experience: Experience with final mile, home delivery or installation programs.
• National Retail Programs: Experience managing programs for national retailers or appliance and consumer goods manufacturers.
• Project Management Certification: Project Management Professional (PMP) certification.
• Data-Driven Account Management: Experience using scorecards, CRM tools and performance data to manage customer programs.

Physical Requirements :
Ability to perform the essential functions of the position, with or without reasonable accommodation. Regular use of a computer, telephone, and standard office equipment is required. The position may require the ability to observe surroundings, read documents and screens, distinguish visual signals, and communicate effectively with others in person, by telephone, radio, or other communication devices. The position generally involves prolonged periods of sitting, frequent written and verbal communication, and the ability to move throughout office and operational areas as needed. The position primarily requires indoor work. Occasional travel may be required. The position may also require lifting, carrying, pushing, or pulling materials weighing up to 25 pounds.

CRST Core Values :
Safety at the Core of All We Do - Integrity in Every Decision and Action - Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities

EEO Statement :
CRST The Transportation Solution, Inc. is an equal opportunity employer. The Company prohibits unlawful discrimination against any applicant or employee based on race (including hair texture and protective hairstyles), color, religion, creed, religious practices, sex (including pregnancy, childbirth, breastfeeding, reproductive health decision-making, sexual orientation, gender identity, gender expression, and related conditions), national origin, ancestry, age, disability, genetic information, military status, veteran status, marital status, or any other status protected by applicable federal, state, or local law.

Complex Problem Solving

Expert

Coordination

Expert

Critical Thinking

Expert

Judgment and Decision Making

Expert

Mathematics

Expert

Negotiation

Expert

Operations Monitoring

Expert

Service Orientation

Expert

Education

Required

High School or better.

Preferred

Bachelors or better.

Licenses & Certifications

Preferred

(PMP)

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.