Program Manager/Account Manager

Burnaby, British Columbia, Canada Customer Experience Full Time Description Dorigo Systems is one of Canada’s leading Electronics Manufacturing Services (EMS) providers, delivering high-quality solutions for customers in medical, industrial, mining, oil & gas, and technology markets. We combine advanced MES/ERP systems with deep manufacturing expertise to ensure quality, reliability, and scalability for our customers. We are looking for a Program Manager/Account Manager who is responsible for managing and growing a portfolio of Dorigo’s key customer accounts. This role focuses on strengthening customer relationships, identifying growth opportunities, and ensuring a seamless customer experience across engineering, operations, and business development. The Program Manager/Account Manager will act as the primary point of contact for assigned accounts and will partner closely with internal teams to deliver value, increase customer retention, and drive account growth. Key Responsibilities Strategic Account Ownership and Growth Lead the relationship and overall account strategy for a portfolio of Dorigo’s most strategic and high-revenue customer accounts. Develop and execute long-term account growth plans focused on bookings, revenue, profitability, retention, and increased share of customer business. Build and maintain executive-level relationships with key customer decision-makers and stakeholders. Identify, qualify, and lead strategic upsell, cross-sell, and new program opportunities within assigned accounts. Understand customers’ business plans, market conditions, and long-term requirements, positioning Dorigo as a preferred EMS partner. Monitor account performance, risks, and opportunities, and establish action plans to achieve account objectives. Commercial Leadership and Customer Experience Lead major commercial discussions, pricing reviews, negotiations, and contract-related matters in collaboration with Dorigo leadership and relevant internal teams. Drive account profitability and support sound commercial decisions while balancing customer requirements and Dorigo’s business objectives. Lead strategic Quarterly Business Reviews (QBRs), executive business reviews, and key customer planning sessions. Lead critical customer escalations, coordinating cross-functional resources and maintaining customer confidence through resolution. Monitor customer satisfaction and account health, and proactively address service, delivery, quality, and communication concerns. Cross-Functional Collaboration and Leadership Partner with Operations, Engineering, Supply Chain, Quality, Planning, and other internal teams to align business priorities with customer requirements. Collaborate with Business Development Managers (BDMs) on strategic opportunities, new account onboarding, and transition of new customers into long-term partnerships. Work with Technical Sales Managers (TSMs) on complex technical requirements, new product introductions, and customer growth opportunities. Mentor and coach Customer Account Managers and Customer Account Coordinators, sharing account management practices and supporting professional development. Contribute to Sales department planning, process improvements, forecasting discipline, and consistent account management practices. Provide leadership with account updates, bookings and revenue forecasts, risks, growth opportunities, and recommendations. Performance Metrics Bookings, revenue growth, and profitability across assigned strategic accounts. Customer retention, satisfaction, and strength of executive-level relationships. Achievement of account growth plans and identification and capture of new program opportunities. Effective resolution of major customer escalations and delivery of strategic customer commitments. Contribution to the development and performance of CAMs and Customer Account Coordinators. Qualifications and Skills Bachelor’s degree in business or a related field, or…

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