Program Manager, National Accounts

SECURITAS TECHNOLOGY CANADA CORPORATION; Canada; Hybrid; CAD 85,000 - 95,000; Full time

Benefits offered by this job

Flexible Work Arrangements

Full Benefits as of Day 1

Retirement Plans as of Day 1

Short Term and Long Term Disability

Paid vacation, holiday

Educational Assistance

Company Training Program

Exceptional growth opportunities

Job summary

Securitas Technology Canada Corporation is seeking an experienced Senior Program Manager to oversee national/key account programs, ensuring delivery excellence and strong governance across multiple projects.

With 10+ years in program or account leadership, you will coordinate cross-functional teams, manage escalations, and drive customer satisfaction. This role offers flexible work arrangements and full benefits from day one across Canada.

Qualifications

• 10+ years in program management, strategic accounts, customer success, or service delivery.
• Proven experience managing national, global, or strategic accounts.
• Experience leading governance reviews, executive engagement, and strategic planning.
• Ability to lead cross-functional teams and influence without direct authority.
• Excellent communication, presentation, and relationship-building skills.
• Strong understanding of security technology solutions and service delivery environments.
• Customer-focused mindset with experience driving satisfaction, retention, and growth.
• Highly organized with ability to balance multiple priorities and deadlines.
• Experience managing customer escalations across multiple teams.
• Ability to work independently with minimal supervision.

Responsibilities

• Manage service performance for assigned national/key accounts.
• Coordinate issue resolution and drive customer satisfaction.
• Assist with contract renewals, negotiations, profitability goals, and upsell opportunities.
• Lead cross-functional governance with internal stakeholders on performance and milestones.
• Drive customer outcomes by coordinating resolution and addressing risks.
• Serve as main contact for customer concerns and timely resolutions.
• Collaborate with district managers and directors on reporting and improvement strategies.
• Monitor delivery progress against commitments and identify risks.
• Lead program-level reviews to align on schedules and responsibilities.
• Develop and update best practices and support procedures.
• Gather formal customer feedback to improve service quality.

Skills

Program Management

Strategic Account Management

Customer Success

Service Delivery

Operations Leadership

Cross-functional Leadership

Stakeholder Management

Communication Skills

Job description

Salary Range: $85,000.00 To $95,000.00 Annually

Securitas Technology Canada is a division of Securitas AB, the largest protective services provider in the world with over 370,000+ Securitas Heroes across the world. Securitas Technology Canada offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the STC Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.

Essential Functions:

• Support assigned National/Key Accounts by managing service performance, coordinating issue resolution, and ensuring customer satisfaction.
• Assist with contract renewals, negotiations, account profitability goals, and identifying opportunities to expand customer relationships.
• Lead cross-functional program governance by partnering with internal stakeholders to review account performance, customer commitments, delivery progress, risks, and strategic initiatives.
• Drive customer outcomes by coordinating issue resolution, escalating risks, removing delivery obstacles, and holding teams accountable to service expectations and implementation milestones.
• Serve as a point of contact for customer concerns, ensuring timely and effective resolution.
• Collaborate with District Managers and Directors to align on reporting, performance improvement initiatives, and strategies to support customer success.
• Monitor delivery progress against customer commitments and proactively identify risks that may impact timelines, budgets, or deliverables.
• Lead program-level customer meetings and governance reviews to align stakeholders on deployment schedules, dependencies, responsibilities, and delivery commitments across multiple projects.
• Develop and update best practices, processes, and support procedures.
• Gather and act on formal customer feedback to continuously improve service quality.

Job Requirements:

• 10+ years of experience in Program Management, Strategic Account Management, Customer Success, Service Delivery, or Operations Leadership.
• Proven experience managing National, Global, or Strategic Accounts.
• Experience leading governance reviews, executive customer engagement, and strategic planning initiatives.
• Demonstrated ability to lead cross-functional teams and influence stakeholders without direct authority.
• Excellent communication, presentation, and relationship-building skills.
• Strong understanding of security technology solutions and service delivery environments.
• Customer-focused mindset with experience driving satisfaction, retention, and account growth.
• Highly organized with the ability to balance multiple priorities, customer programs, and deadlines simultaneously.
• Experience managing customer escalations and driving resolution across multiple functional teams.
• Skilled at identifying risks, driving accountability, and coordinating issue resolution across diverse stakeholder groups.
• Ability to work independently with minimal supervision.
• Highly competitive salary
• Flexible Work Arrangements
• Full Benefits as of Day 1
• Retirement Plans as of Day 1
• Short Term and Long Term Disability
• Paid vacation, holiday
• Educational Assistance
• Company Training Program
• Exceptional growth opportunities

Securitas Electronic Security is an Aff