Program Manager, National Accounts

Role Overview

• Provide support to National/Key account (as assigned) managing overall service/implementation account performance, technical problem identification and resolution, and general customer service and satisfaction.
• Provide support for Contract renewals and negotiations.
• Provide support in achieving account profitability goals.
• Provide support of Installation Managers and Directors efforts in customer service relationship management involving National Account customer base with prompt, efficient, effective and quality customer service and installation support through multiple service branches and/or multiple service areas.
• Provide and assist Installation Managers and Directors in providing necessary reporting, problem resolution, action plans and resource attainment to resolve performance issues.
• Be available and insure that Installation Managers assigned to accounts are available to customer and prepared to address customer needs in a timely and acceptable manner.
• Organize and lead regular face to face visits with assigned Program teams to discuss performance, projects, issues, and plans.
• Review IMap and Solomon daily and assign resources as necessary.
• Interfaces daily with Management in Sales, Service, and Headquarter Field Support.
• Interface regularly with field Account Teams that are currently supported by the Electronic Security Group to review performance, account plans, etc.
• Interfaces regularly with Account Teams that are not currently supported by the Electronic Security Group to discuss future ESP growth and how we can assist and plan for future support.
• Assign workload regularly to ensure team is right sized and plan resource requirements for future opportunities identified by the Account teams.
• Directly contact/interface with customers when required.
• Influence process excellence team to assist in delivery process development and revisions to meet current business environment.
• Provide strategy and update project best practices/processes and support procedures/requirements.
• Direct, plan, develop and integrate various project management functions and delivery process within the Electronic Security delivery group to achieve specific goals and objectives.
• Influence and work with Project Managers to ensure Project Plans are prepared and meet standard formats, Electronic Strategy and customer expectations and direction.
• Monitor Performance and provide direction to ensure projects are on time, on budget and within scope unless out of scope issues identified.
• Interface and coordinate with Logistics as it relates to staging and/or kitting ESP orders for quality installation readiness regarding spoke orders.
• Meet on a regular basis to develop project plan with customer, including schedule, specific responsibilities of each party, deliverables, terms of acceptance, etc.
• Ensures that the project team is trained in policies, standards, and procedures and those they are practiced in everyday project activities.
• Provides management and leadership for all service delivery personnel during the project.

Requirements

• BS or Master’s Degree in Business, Engineering or Project Management or a Technical Discipline or equivalent work experience.
• Minimum 10 years progressively responsible experience in project management and/or project coordination for complex system integration or professional services programs.
• Past experience in delivering professional services such as consulting, system implementation, software support, network design or installation, etc.
• Demonstrated record of team management skills.
• Successful managed National Accounts.
• Excellent verbal and written customer communication skills.
• Strong technical skills and understanding of technology such as software, networking, and systems development.
• Very detailed and organized.
• Successfully managed National / Global / Strategic Account relationships.
• Ability to develop relationships and provide highest levels of service.
• Excellent skills in interacting with people.
• Ability to lead and influence rather than just manage.
• Sensitive to the needs of service delivery personnel.
• Multi-tasking capability.
• Must be able to handle more than one project and task in unison.
• Ability to act in an autonomous role with little, if any, management direction.