Customer Program Manager

4 weeks ago

Selangor, Malaysia Quantum Full time

We are looking for a highly qualified Customer Program Manager as part of the Global Services team based in our Selangor, Malaysia office. You will work collaboratively with all Service personnel, Regional Sales Managers, Quantum Legal Counsel and Quantum Channel Teams to enable the Quantum Service Partner in support of channel/reseller programs/objective and establish strategy, requirements, and follow-up on action items as agreed by partner by region.

**Your Primary** **Job Duties**:
**Quantum Service Providers (QSP) Specific duties**
- Provide training to internal teams on Quantum Service Partner developments, service & training pricing and obtain feedback on where improvements can be made.
- Coordinate training for partners in accordance with contractual requirements, including but not limited to providing visa letters, interacting with training team, and other tasks required to assist the partner in completing the required training.
- Generate and maintain up to date Program Guides, Partner Packages, documentation, and information on Service Partners, working collaboratively with internal Service, Marketing and Sales teams.
- Provide Quarterly Business Review by partner for internal discussion and complete scorecard metrics as well as external by partner upon request maintaining records by quarter.
- Follow up quarterly with relevant team members and Providers to ensure policies pertaining to the programs are being implemented.
- Drafting and negotiation of contractual agreements including but not limited to: contractual agreements for QSP, Self-Support customers, and hybrid models for QSP/TPM coverage in remote areas, ensuring to engage manager and Quantum legal as applicable.
- Weekly reporting on achievements, areas of difficulty, ideas for improvement, areas for development and needs for assistance to Manager.
- Ensuring that each partner is properly trained/certified to support the products they have agreed to support.
- Provide PowerPoint presentations upon request for QBRs and partner visits.
- Assist with other projects as applicable.
- Acknowledges the importance of delivering unparalleled customer satisfaction on every project.

**Third Party Maintainers (TPM) Specific duties**:

- Coordinating and escalating all service provider support issues
- Maintain reporting for complaints and kudos reported by Quantum customers and Technical Support
- Work with customers concerning complains and negative survey responses to identify service improvements.
- Clearly communicate customer concerns about service-to-service providers and work for improvement.
- Evaluating and implementing potential changes to service partners in problem areas
- Gathering and analyzing partner metrics in order, to continually improve partner service delivery.
- Develop process improvements for the team and service providers that add value to our organization globally.
- Coordinate training for partners in accordance with contractual requirements, including but not limited to, interacting with training team, and other tasks required to assist the partner in completing the required training.
- Drafting and negotiation of contractual agreements
- Weekly reporting on achievements, areas of difficulty, ideas for improvement, areas for development and needs for assistance to Manager.
- Develop and maintain process documentation.
- Provide PowerPoint presentations upon request for QBRs and partner visits.
- Assist with other projects as applicable for missed SLA
- Assist with gathering details from local providers for Root Cause Analysis and Corrective Actions after an escalation has been resolved.

**Escalation Management duties**:

- Ability to handle escalations from all TPM Providers that may appear in the TPM Escalation Queue
- Work with other TPM Program Managers for queue monitoring during EMEA Hours.
- Find a schedule that will allow project work for Program Managers
- Joins the On Call Rotation

**Job Requirements**:

- Bachelor’s Degree or Higher Education is preferred.
- 3 years’ experience in international Business Operations is a plus.
- 3-5 years of work professional experience
- Excellent written and verbal English communication skills.
- Ability to independently work with partner management on contractual and program issues that may arise.
- Experience working with vendors and/or Sales Channel partners is preferred.
- Must be able to instruct, guide, negotiate, coordinate, analyze and organize.
- Excellent interpersonal and presentation skills, effective listening.
- Resourcefulness and drive to meeting deliverables.
- Ability to productively collaborate with cross-functional teams.
- A team player with leadership aptitude.
- Excellent time-management skills and the ability to multi-task.
- Project management skills.
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Willingness and ability to work in a detailed and a

  • Management Associate Program 2024

    2 weeks ago

    Selangor, Malaysia GRADUAN Full time

    Company SIME DARBY PROPERTY - location Malaysia : Selangor - Ara Damansara, Petaling Jaya, Selangor, Malaysia_ - Get Direction- Deadline 4 Mar 2024, 1:01 AM Job Scope Launch into your dream career with Sime Darby Property at The Malaysian Career Fair 2024 UKEC-Graduan on 1-3 March 2024! Join our **Management Associate Program** where you will have a...

  • Customer Development Manager

    3 days ago

    Selangor, Malaysia Colgate-Palmolive Full time

    No Relocation Assistance Offered 156356 - Selangor, Selangor, Malaysia **Who We Are** Colgate-Palmolive Company is a caring, innovative growth company that is reimagining a healthier future for all people, their pets and our planet. Focused on Oral Care, Personal Care, Home Care and Pet Nutrition, we sell our products in more than 200 countries and...

  • Taste The Future Management Trainee Program

    6 days ago

    Selangor, Malaysia Mondelēz International Full time

    **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Matter.** As an organization we are committed to developing the next generation of Makers and Bakers. Joining us at an early career stage in our fast paced and ever changing environment will enable you to do more, learn more and grow...

  • Program team, analyst

    6 hours ago

    Selangor, Malaysia Peridotfinancing Full time

    Objective of the role The Program Team is responsible for the diligent management of the assigned program/s including client servicing, service delivery, exceptions processing, program monitoring and risks reporting. Role Functions: Responsible for the daily tasks within the program. Monitoring the program processes. Train program's stakeholders on GSCF's...

  • Gradxcelerate Graduate Trainee Program 2024

    2 weeks ago

    Selangor, Malaysia GRADUAN Full time

    Company Philip Morris Malaysia - location Malaysia : Selangor - Persiaran Bandar Utama, Bandar Utama, 47800 Petaling Jaya, Selangor, Malaysia_ - Get Direction- Deadline 25 Feb 2024, 8:40 PM - Salary MYR 5500.00 Job Scope **RISE TO THE CHALLENGE** At PMI, we have chosen to do something incredible. We’re totally transforming our business and building...

  • Management Trainee

    6 days ago

    Selangor, Malaysia Bright Prospect Full time

    Full Time _Selangor_ April 29, 2024 Customer Service & Operations - Human Resources **Job Overview**: - **Salary **RM2800 - RM3500 **Location**: _Shah Alam / Subang / PJ / Bangi,_ _Selangor_ **Management Trainee **:Procurement, Logistics, Customer Service, Admin **(Work in only Specific Department)** **Job Descriptions**: - To assist manage the daily...

  • Graduate Talent Program-

    3 weeks ago

    Selangor, Malaysia Experian Full time

    Contract Employee Status: Fixed Term Role Type: Hybrid Department: Finance Schedule: Full Time **Company Description**: **Discover the Unexpected** Experian is the world’s leading global information services company. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index. We’re passionate about unlocking the...

  • Customer Service Trainer

    2 weeks ago

    Selangor, Malaysia SummitNext Technologies Sdn Bhd Full time

    **We, SummitNext Technologies Sdn. Bhd. is a BPO and Technology Solutions provider, where innovation meets excellence.** As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as **Customer Service Trainer,** providing unrivalled support to clients within the dynamic transportation & logistics...

  • Product Manager

    6 days ago

    Selangor, Malaysia Embecta Full time

    embecta is one of the largest pure-play diabetes care companies in the world, leveraging its nearly 100-year legacy in insulin delivery to empower people with diabetes to live their best life through innovative solutions, partnerships and the passion of approximately 2,000 employees around the globe. For more information, visit or follow our social channels...

  • Customer Service Executive

    2 weeks ago

    Selangor, Malaysia Collins Aerospace Full time

    **Date Posted**: 2024-03-25 **Country**: Malaysia **Location**: Hamilton Sundstrand Customer Support Centre (M) Sdn Bhd, No 9, Lengkuk Keluli 2, Bukit Rajah Industrial Estate, 41050 Klang, Selangor, Malaysia **Position Role Type**: Unspecified - Interface between customers and repair organization - Implement commercial policies and in so doing to ensure that...

  • Director, IT Service Management

    4 weeks ago

    Selangor, Malaysia DHL Full time

    DHL Group is the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose**:Connecting People. Improving Lives.** At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best...

  • Director, IT Service Management

    2 days ago

    Selangor, Malaysia DHL Full time

    DHL Group is the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose**:Connecting People. Improving Lives.** At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best...

  • Territory Manager

    1 week ago

    Selangor, Malaysia Ecolab Full time

    Additional Job Description Join Ecolab’s sales team as a **Territory Manager in Training** This outside sales opportunity is within our industry leading Institutional division, which offers comprehensive chemical products and solutions to meet the needs of customers across the foodservice and hospitality industries. After completing an initial training...

  • Customer Care Executive

    2 months ago

    Selangor, Malaysia Alphatel Global Sdn Bhd Full time

    Perform outbound call and use social platform to contact customer (list provided) in order to retain existing customer. - To be an interface between the customer and internal support teams to ensure that the customer receives the best possible service from the company. - Provide excellent customer services and ensure customer satisfaction. - To contribute in...

  • Manager, Commercial and Retail Management

    3 weeks ago

    Selangor, Malaysia UD Trucks Full time

    **Manager, Commercial and Retail Management Competence Development** **Department : Retail & Competence Development (BP60220)** **Job Overview** UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. This role secures a good competence level for UD International Sales markets to deliver good ownership...

  • Quality Manager

    2 weeks ago

    Selangor, Malaysia Eaton Full time

    **What you’ll do**: This position is responsible for leading the development, execution and deployment of the Quality Management System of Eaton-SIAEC JV in Malaysia in conjunction with plant leadership. Provides Total Quality Leadership to customers, suppliers, partners and internal manufacturing cells. Leads continuous improvement activities in targeted...

  • Customer service executive

    4 weeks ago

    Selangor, Malaysia Mvc Resources Full time

    Handling all inbound calls pertaining to customer general enquiries, complaints, comments,  feedback, and other raising issues related to the company's products. To exceed customers' expectations in terms of customer service & accurate information. Work in a team to achieve the required KPI elements and SLA Requirements Candidate must possess at least a...

  • Customer service executive

    4 weeks ago

    Selangor, Malaysia Mvc Resources Full time

    Handling all inbound calls pertaining to customer general enquiries, complaints, comments,  feedback, and other raising issues related to the company's products. To exceed customers' expectations in terms of customer service & accurate information. Work in a team to achieve the required KPI elements and SLA Requirements Candidate must possess at least a...

  • Account Manager

    2 weeks ago

    Selangor, Malaysia Adecco Malaysia Full time

    Preferred to have a background in Automotive or Manufacturing. - Attractive remuneration package with comprehensive benefits. - Amazing career development opportunities and growth. **Responsibilities**: - Understand and address customer needs promptly. - Cultivate and maintain customer relationships. - Identify and pursue new leads. - Lead account planning...

  • Customer Support Account Manager

    6 days ago

    Selangor, Malaysia Adecco Malaysia Full time

    12 month contract - Key Account Management - Microsoft Suite - Understand Customer operations and needs, to identify the proper level of service performance to be monitored - Decide the best approach towards the Customer in resolving operational issues, both in terms of feasibility, time schedule and cost impact - Influence Customer operational standards,...