Customer Support Program Manager

Key Responsibilities

• Customer Relationship Management

• Serve as the primary support liaison for Amazon and other key customers, ensuring a unified and consistent experience across all support functions.
• Schedule and lead regular customer meetings to review performance metrics, open cases, and continuous improvement initiatives.
• Partner with customers to identify trends, recurring issues, and opportunities for improvement in service delivery.

• Internal Coordination

• Coordinate communication between internal support teams (Service Desk, Field Service, Controls, Contracts, Parts, Estimation and Engineering).
• Ensure escalations, renewals, and action items are clearly owned and completed on time.
• Act as the central point of accountability for each assigned customer’s support portfolio.

• Metrics and Reporting

• Track, analyze, and report on key customer support KPIs (response times, resolution times, system uptime, incident trends, etc.).
• Present performance dashboards during customer and internal review meetings.
• Identify data-driven insights to recommend process or performance improvements.

• Onboarding, Expansion and Change Management

• Support onboarding of new customer sites or systems into existing support agreements.
• Identify and execute on opportunities to expand support within our current supported environments.
• Ensure data, documentation, and processes are aligned before new site go-live.
• Coordinate with Customer Support and Contracts teams for timely setup of agreements and support workflows.

• Continuous Improvement

• Recommend enhancements to customer communication, reporting, and escalation processes.
• Serve as a voice of the customer in internal planning and process improvement discussions.
• Develop best practices for support coordination and relationship management.

Qualifications

• 5+ years of experience in customer support, technical account management, or service delivery roles.
• Strong understanding of industrial automation, warehouse systems, or other technical service environments.
• Proven ability to manage multiple priorities and stakeholders across departments.
• Excellent communication, data analysis, and presentation skills.
• Proficiency with CRM, ticketing, and reporting tools (e.g. SalesForce).
• Ability to work independently while leading cross-functional collaboration.

Key Performance Indicators (KPIs)

• Customer satisfaction and relationship health scores.
• SLA adherence across key metrics (response and resolution times).
• Timeliness and quality of customer communications and reporting.
• Completion and success rate of onboarding activities for new customer sites.
• Reduction in recurring support incidents or escalations.

This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.

It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.