Global Accounts Program Manager

AVI-SPL, Inc.; New York (NY); Presencial; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

AVI-SPL, Inc. is seeking a Program Manager, Global Accounts who will join our senior project management organization and oversee operations and service responsibilities for global accounts. The role coordinates between key client stakeholders and AVI-SPL teams to ensure customer satisfaction across sales, project and service lifecycle. You will lead strategic initiatives while guiding tactical efforts and KPI delivery. Travel may be required and PMP/PgMP experience is preferred.

Formación

• Minimum of a 4-year degree or equivalent industry experience.
• 5+ years in a project/program management or leadership role.
• Experience managing global or international accounts is preferred.
• PM certification (PMP, PgMP, or Prince2) preferred.

Responsabilidades

• Develop and maintain relationships with key decision makers across the account.
• Direct liaison with the customer as the primary owner of communications related to deployments and escalations.
• Manage financial accountability and KPI metrics for the account.
• Lead quarterly business reviews with client contacts and AVI-SPL stakeholders.
• Create and maintain account playbooks and standard operating procedures.

Conocimientos

Leadership

Communication

Strategic thinking

Multi-tasking

Project management

Cross-functional collaboration

Educación

4-year degree

PMP/PgMP/Prince2

Herramientas

Microsoft Office

Microsoft Project

Adobe Acrobat

Descripción del empleo

The Program Manager, Global Accounts is a member of AVI-SPL’s senior project management organization accountable for all operations and service responsibilities for the Global Account(s) to which they are assigned. This position is responsible for coordination and communication between key client and internal AVI-SPL 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.

Job Summary

The Program Manager, Global Accounts is a member of AVI-SPL’s senior project management organization accountable for all operations and service responsibilities for the Global Account(s) to which they are assigned. This position is responsible for coordination and communication between key client and internal AVI-SPL 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 AVI-SPL stakeholders to drive corrective measures to retain the highest level of client satisfaction
• Host regular meeting cadence with necessary internal AVI-SPL stakeholders to ensure alignment with customer needs and strategy
• Host at minimum quarterly business reviews with key customer contacts and internal AVI-SPL 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 AVI-SPL 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, aswellasworkproductively within a team andacrossfunctional disciplines
• Strong communication skills, both writtenand oral – along with professional,interpersonal andrelationshipbuildingskills
• Strong business acumen and ability to interface credibly at the CxO level
• Strong abilitytomulti-task,prioritize, managetimeandworkinaself-directedmanner
• Demonstrate leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem-solving skills
• Technical aptitudeandabilityto beaself-drivenlearner 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 preferred
• Valid and current PMP, PgMP or Prince2 certification preferred
• Experience in the AV industry is a plus

EWorking Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment

Work Hours

Work hours may vary based on global client requirements and may include travel to various countries in support of the account

AVI-SPL reserves the right to alter work hours and work location as deems necessary

AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected
VEVRAA Federal Contractor

Pay Type

Pay Type

Min Base

Max Base

Salary

$120k

$160k

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.