▷ Urgent Sr CX Prog Mgt Professional

Job Description We are seeking a highly skilled and customer-centric Sr CX Prog Mgt Professional to champion customer experience programs for the technical delivery of Thermal Solutions service revenue, powered by our IIoT platform, TIQ, at Sparta Systems. In this role, you will be the crucial interface between customers and our internal teams, ensuring seamless service fulfillment and contributing to the commercial success and growth of our offerings. Roles and Responsibilities: - Support customer experience programs for the technical delivery of service revenue programs, specifically those enabled by the IIoT platform TIQ. - Act as the primary interface between customer project contacts and the internal team for service fulfillment. - Collaborate closely with the Thermal Solutions Engineering Program Management team to ensure standardized and scalable processes for service fulfillment. - Support the development of the service fulfillment team's capabilities and skill set mix to drive customer centricity and commercial success. - Oversee the development and implementation of detailed technology solutions for clients, utilizing company products, outsourced solutions, or proprietary tools. - Define client needs, develop proposals to meet those needs, and oversee the implementation of complete project solutions. - Manage operational and product performance according to customer expectations and contracts. - Drive program execution to meet desired performance as measured by defined customer service metrics and/or customer survey results. - Develop and execute corrective action plans when performance is deficient. - Lead cross-functional program teams to achieve customer service-related objectives for new product introduction and field product issues. - Lead and facilitate cross-functional reviews for TIQ-based pursuits. - Foster a strong bias towards speed of development, qualification, and release to meet aggressive growth targets for service offerings. - Establish a global service provisioning team with a culture of open collaboration, communication, and inclusivity. - Ensure on-time, on-budget, and on-quality delivery of approved service projects/programs. - Identify, protect, and develop critical TIQ and software-based customer service knowledge and capabilities across the global Thermal Solutions organization. - Manage the program team to proactively address technical and commercial risks on customer service projects, including coordinating risk reviews and formulating solutions. - Work closely with sales, offering management, development operations, and R&D teams to track customer service program progress and drive necessary corrective actions. - Drive continuous improvement projects and design standards for TIQ-based services to enhance service performance, quality, operations, and service assurance yields, reliability, and safety. Skills Requirement: - Strong project management skills, preferably with industrial software and/or IIoT-service solutions. - Understanding of business accounting principles and/or sales experience (Sales or Service Engineer background is a plus). - First leadership experience in an international, highly matrixed organization (team or project). - Ability to oversee development and implementation of detailed technology solutions. - Proven capability in defining client needs, developing proposals, and overseeing project implementation. - Strong skills in people management and technical leadership. - Experience in driving program execution to meet customer service metrics. - Ability to lead cross-functional teams to achieve objectives. - Proactive in identifying, protecting, and developing critical customer service knowledge and capabilities. - Strong risk management skills, including coordination of risk reviews and solution formulation. - Excellent collaboration skills to work with diverse internal and external teams. - Strong drive for continuous improvement and design standardization. QUALIFICATION: - Bachelor's degree in Engineering or an IT-related field.