Program Manager

CompuCom; Toronto; On-site; CAD 90,000 - 100,000; Full time

Job summary

A leading technology services provider in Ontario is seeking a Program Manager to oversee multiple client accounts while being accountable for Profit and Loss and growth. The ideal candidate will have 7-10 years of experience in program management with a proven track record of managing large-scale client programs. This position requires strong problem-solving and leadership skills, with the ability to manage a team of technical support specialists and enhance the client experience. Comprehensive benefits included.

Benefits

Comprehensive benefits package including Medical, Dental, Vision

Life and AD&D Insurance

Disability Protection

Retirement Plan

Qualifications

• 7-10 years of related experience in program management.
• Prior management experience is essential.
• Experience in IT/Product categories preferred.

Responsibilities

• Own Profit & Loss, growth, and Gross Margin for clients.
• Manage customer relationship operations.
• Develop strategies for client onboarding and retention.
• Conduct monthly account reviews with clients.
• Build relationships with senior leaders of accounts.

Skills

Problem-solving capabilities

Strong leadership skills

Strategic account management

Effective communication

Attention to detail

Independent and team work

Education

Bachelor’s Degree in Business Management, Computer Science, or related field

Job description

The Program Manager will own multiple clients and will be directly accountable for Profit and Loss and Growth of the customers. This individual will also build, manage, and develop a high performing team of technical support specialists. The ideal candidate will possess strong problem-solving capabilities to include using various methods to help identify the opportunity for growth while focusing on operational efficiency.

The ideal candidate will have 7-10 years of experience in program management role, specifically supporting clients in enhancing their end-user experience. This individual should have a proven track record of successfully managing large-scale client programs.

Must be based in Ontario and available to visit client locations as needed.

Responsibilities

• Own the overall Profit & Loss (revenue through Margin), growth, and Gross Margin Dollars for assigned clients.
• Direct the operations of customer relationship function for assigned accounts, focusing on providing customers with support, guidance, and knowledge resources to boost renewals and strive for zero churn.
• Develop strategies and processes to deliver consistent client experience from onboarding through all phases of the customer lifecycle while promoting retention; Client Satisfaction to be measured via Net Promoter Score (NPS) and operational Customer Satisfaction measures (CSAT).
• Responsible for overall governance to include:
  • Monthly Business Review
  • Strategic: innovative road mapping
• Manage a team of Customer Relationship team members to include providing leadership, addressing discipline issues, hiring and terminations, administrative duties, and training for continuous improvement.
• Conduct monthly account reviews with each client while identifying blind spots that may exist and opportunities to improve relationships and overall approach to account plans.
• Build trusted relationships with senior leaders on assigned accounts and act as an escalation point as need for the customer and the internal support team.
• Collaborate with other teams as needed to align customer brand, values, position, and opportunities with Compucom’s value proposition.
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.

Qualifications

• Bachelor’s Degree in Business Management, Computer Science, or related field.
• 7-10 years of related experience
• Prior management experience with strong leadership skills
• Excellent delivery skills in related IT/Product categories
• Strong strategic and tactical account management skills
• Effective communicator with strong attention to detail
• Ability to work independently as well as in a team environment
• Experience in sales accounts in related IT/Product categories

Salary

The annual starting salary for this position is between $90,000-100,000 CAD annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Other Compensation

This position is also eligible for incentive compensation in accordance with the terms of the applicable Company plan.

Benefits

Compucom offers a comprehensive benefits package that includes Medical, Dental, Vision, Life and AD&D Insurance, Disability Protection, and Retirement Plan. Providing great benefits to you and your family is just one more way Compucom takes care of the people who make our company great! Insurance coverage begins after 90 days of regular, full-time employment.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Employment Opportunity

Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.