Job Description

Company Description:

Eversys is a Swiss based company, which was founded in 2009 by a team of engineers with significant experience in the development of leading-edge espresso solutions, conceived and delivered over the past 30 years. Eversys Inc, a wholly owned subsidiary of Eversys Switzerland, is positioning itself to become the leading commercial espresso machine supplier in North America.

Eversys, Inc. seeks to hire a full-time Program Manager to take a customer-focused approach in service and support of Key Accounts, working closely with the customer experience team and external vendors to ensure consistent and optimal outcomes for our clients. This position will report to the Program Management Director.

Job Description:

The Program Manager will serve as the primary point of contact for North American Key Accounts. The three core functions of this role include ensuring SLA compliance (i.e., customer satisfaction), driving revenue through Service-as-a-Product (SaaP) program initiatives, and developing cost efficiencies where possible. Day-to-day functions and responsibilities will vary with the unique needs of the Key Account customer, but are represented by resolving service call escalations, meeting with clients, monitoring fleet-based telemetry, etc. The position will require fluidity in cross-department functionality, a deep understanding of Eversys equipment, creativity and follow-through, and the ability to responsibly manage multiple, active priorities.

Responsibilities Include:

• Maintain a progressive relationship with Key Account clients through regular communication with their stakeholders and continued compliance with the expectations set in their service agreements regarding SLA compliance

• Generate revenue through SaaP programming by designing and selling new service agreements, customer programs, and add-on services that provide reasonable and higher levels of customer service as Eversys scales the in-market machine quantity

• Analyze existing and developing client services for operational efficiencies to balance program efficacy against costs for internal and external affordability

• Monitor, analyze, and report on the Key Account fleet status using telemetry with the goal of recognizing and breaking negative patterns to benefit machine uptime and maximize value for clients

• Maintain visibility on active service work orders and work with internal teams to proactively address threats to SLA compliance and improve processes that impact customer service requests and resolutions

• Generate and maintain deliverables and reports for Key Accounts regarding service agreements, PM schedules, SLA compliance, service trends, and part consumption, etc.

• Travel as needed concerning on-site customer support/training for installation, escalated issues, etc.

Qualifications:

• Minimum bachelor’s degree required

• Minimum of 2-5 years of Key Account or Program Management and Product/Services Sales experience

• Meticulous with detail and have excellent time management, organizational, and administrative skills

• Ability to learn quickly and implement new processes across teams • Strong communication skills, both written and verbal

• Must be dependable and punctual

• Mindset of continuous improvement, adaptable and comfortable with change management Additional Information: The expectations outlined in this document are intended to describe the general nature and level of work being performed by the employee assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified, nor do they constitute an employment contract.

While performing the essential duties of this job, the employee may need to sit for prolonged periods of time and to travel or work at a station equipped with a computer and phone. Motions such as bending, stooping, crouching, pulling, and pushing may occasionally need to be performed, as well as lifting items up to 50 lbs.

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