Customer Support Program Manager

Fortna Partnership Opportunity

Fortna partners with the world's leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At Fortna, we believe in fostering a workplace that isn't just a job but a movement a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

Key Responsibilities

• Customer Relationship Management
• Serve as the primary support liaison for Amazon and other key customers, ensuring a unified and consistent experience across all support functions.
• Schedule and lead regular customer meetings to review performance metrics, open cases, and continuous improvement initiatives.
• Partner with customers to identify trends, recurring issues, and opportunities for improvement in service delivery.
• Internal Coordination
• Coordinate communication between internal support teams (Service Desk, Field Service, Controls, Contracts, Parts, Estimation and Engineering).
• Ensure escalations, renewals, and action items are clearly owned and completed on time.
• Act as the central point of accountability for each assigned customer's support portfolio.
• Metrics and Reporting
• Track, analyze, and report on key customer support KPIs (response times, resolution times, system uptime, incident trends, etc.).
• Present performance dashboards during customer and internal review meetings.
• Identify data-driven insights to recommend process or performance improvements.
• Onboarding, Expansion and Change Management
• Support onboarding of new customer sites or systems into existing support agreements.
• Identify and execute on opportunities to expand support within our current supported environments.
• Ensure data, documentation, and processes are aligned before new site go-live.
• Coordinate with Customer Support and Contracts teams for timely setup of agreements and support workflows.
• Continuous Improvement
• Recommend enhancements to customer communication, reporting, and escalation processes.
• Serve as a voice of the customer in internal planning and process improvement discussions.
• Develop best practices for support coordination and relationship management.

Qualifications

Key Performance Indicators (KPIs)

This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and / or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor. It is the policy of Fortna and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, Fortna will provide reasonable accommodations for qualified individuals with disabilities.