Job Description

Thank you for viewing this role, due to the current situation this position has been put hold. However if you are interested in this opportunity and would like to register your details with our client please apply.

The Program Manager is a member of a senior project management organization accountable for all operations and service responsibilities for our clients’ accounts to which they are assigned. This position is responsible for coordination and communication between key client and internal stakeholders to ensure the highest level of customer satisfaction attainment throughout all aspects of the sales, project & service lifecycle. This role is strategic in nature but will also lead tactical efforts within the account(s) by providing oversight, leadership and direction to ensure essential roles are properly staffed and KPI metrics are achieved.

Essential Duties and Responsibilities:
• Develop and maintain customer relationships with key decision makers and other influencers necessary to properly manage all aspects of the account

• Direct liaison with the customer as the primary owner of all communications related to project deployments, service level agreements, open service tickets, risks and escalations as necessary

• Manage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessary

• Drive the highest level of customer satisfaction attainment by leveraging best practices and necessary resources aligned to the customer strategy

• Conduct lessons learned meetings on an as needed basis with internal stakeholders to drive corrective measures to retain the highest level of client satisfaction

• Host regular meeting cadence with necessary internal stakeholders to ensure alignment with customer needs and strategy

• Host at minimum quarterly business reviews with key customer contacts and internal stakeholders to review all aspects of the account and ensure we are meeting/exceeding expectations

• Develop and maintain account specific playbook consisting of standard operating procedures to ensure alignment with internal stakeholders for consistency in delivery model

• Assist the customer in managing and monitoring standards with design and deployment to promote innovation, quality and consistency of experience

• Provide leadership to ensure that the business outcomes, user experience and ongoing user adoption is consistently attained throughout the client organization

• Lead global team meetings with individual project managers to provide guidance and assemble project updates

• Facilitate internal project kick-off meetings that include key participants from sales, engineering, programming, fabrication and installation

• Create and manage project schedules and coordinate/verify appropriate resource scheduling for all required project tasks where applicable

• Provide direct interaction with service management to ensure smooth transition from project completion to service ownership

• Oversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the account

• Serve as administrator for meetings, documentation, resources and contacts while acting as an escalation point for any customer concerns

• Support deployment of international project and service needs with a keen understanding of regional differences

• Other duties assigned as needed

Skills and Abilities:

• Must have ability to lead and contribute individually, as well as work productively within a team and across functional disciplines

• Strong communication skills, both written and oral – along with professional, interpersonal and relationship building skills

• Strong business acumen and ability to interface credibly at the CxO level

• Strong ability to multi-task, prioritize, manage time and work in a self-directed manner

• Demonstrate leadership and management skills in a team-oriented, collaborative environment

• Exceptional strategic thinking and structured problem-solving skills

• Technical aptitude and ability to be a self-driven learner with credible understanding of Audio/Visual, Collaboration and Meeting space technologies overall

• Must have intimate knowledge of regional differences in support of international deployments

• Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project and Adobe Acrobat

Education and/ or Experience:

•Minimum of a 4-year degree or comparable industry experience is required

• 5+ years in a project/program management or leadership role (direct or indirect) is required

• 5+ years of experience in IT technology service or enterprise technology management preferred

• Experience working with international accounts/program deployments

• Valid and current PMP, PgMP or Prince2 certification preferred

• Experience in the AV industry is a plus