Job Description Summary

The Customer Performance Manager is responsible for administering and managing contract fulfillment and execution. They are responsible to work with the services operations and execution teams to ensure contract scope is executed in a timely fashion. Customer Performance Managers spearhead the relationship within their portfolio of customers and coordinate regular relationship rhythm with the key account representatives and internal stakeholders.

Job Description

Roles and Responsibilities

• Host periodic contract execution reviews with key customers in the assigned portfolio with support of operational owners (Service Directors) and technical owners to present a comprehensive view of contractual services fulfillment for customers sites. ​
• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned portfolio
• Responsible for knowledge of assigned portfolio, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
• Establish and maintain contact to provide on-going technical and business support to assigned customers.
• Prep and lead quarterly business reviews, interacting with stakeholders both internally and externally
• Own contract performance recovery plans to include frequent touch points with customer.
• Lead regular portfolio contract margin reviews with company leadership and define strategies for minimizing LD’s at sick sites and optimizing contract terms to maximize profitability
• Maintain all CSA related documentation including contracts, customer communications and contract performance reports including but not limited to availability guarantee, maintenance schedules and TILs. 
• Provide Technical Information Letter (TIL)’s to the customer
• Respond to the customer’s technical inquiries
• Provide information and support for implementing CM&U’s
• Work with the owners Operation and Maintenance (O&M) to optimize reliability and availability in order to increase the facility’s efficiency and profitability
• Maintain unit operating history and parts life history
• Track, credit and invoice bonus and LD amounts
• Respond to customer/contract disputes
• Be responsible for Quality and EHS oversight on work performed at assigned customer sites

Required Qualifications

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in services or contract management).
• Minimum of 5 years of experience in operations, commercial, sales or services functions, with significant experience supporting customers, contracts and service agreements.
• Ability and willingness to travel 25% as needed.

Desired Characteristics

• Master’s degree preferred.

• Strong oral and written communication skills.

• Strong interpersonal and leadership skills.

• Demonstrated ability to analyze and resolve problems.

• Demonstrated ability to lead programs / projects.

• Ability to document, plan, market, and execute programs.

• Established project management skills.

• Experience with contract claim mitigation, liquidated damages calculations, and risk management.

• Familiarity with contract lifecycle management, including pre-award, execution, warranty, and services phases. ​