SUMMARY
Manages customer programs and sign projects from inception through completion by coordinating internal resources, installation partners, and customer communication to ensure projects are delivered on time, within budget, and in accordance with customer expectations. Serves as the primary point of contact throughout the project lifecycle while maintaining accurate project information, managing schedules, supporting financial objectives, and fostering strong customer relationships. Plays a key role in delivering an exceptional customer experience while contributing to the overall success of the Client Services team.
ESSENTIAL JOB DUTIES
- Manage assigned customer accounts and projects from inception through completion.
- Serve as the primary point of contact for customers throughout the project lifecycle while building strong customer relationships.
- Coordinate project activities with internal departments, installation partners, vendors, and customers to support successful project execution.
- Develop, maintain, and communicate project schedules, timelines, and status updates.
- Select and coordinate qualified installation and outsource partners based on project requirements.
- Negotiate subcontract pricing to support company profitability objectives.
- Maintain accurate project information, customer reporting, and documentation within Epicor, customer portals, and other required systems.
- Monitor project progress, projected invoicing, and billing timelines to support accurate forecasting and timely invoicing.
- Identify project risks, delays, or issues and communicate recommendations to appropriate stakeholders.
- Support continuous improvement initiatives that enhance customer service and operational efficiency.
- Perform other duties as assigned.
TRAINING / QUALIFICATIONS
-
Bachelor's degree in Business, Project Management, Construction Management, or a related field preferred; equivalent combination of education and experience considered.
- Two (2) or more years of project management, account management, customer service, or related experience.
- Experience with ERP systems; Epicor Kinetic preferred.
- Proficiency with Microsoft Office, particularly Excel and Outlook.
SKILLS / ABILITIES
- Excellent customer service and relationship management skills.
- Strong organizational and time management abilities.
- Ability to manage multiple projects and competing priorities in a fast-paced environment.
- Strong verbal and written communication skills.
- Ability to read and interpret blueprints and shop drawings.
- Strong analytical and problem-solving skills.
- Ability to work independently while collaborating effectively across departments.
- Ability to adapt to changing priorities while maintaining a high level of accuracy.
