Global Accounts Program Manager

AVI-SPL, Inc.; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

AVI-SPL, Inc. is seeking a Program Manager for Global Accounts to lead senior project management across global client engagements. You will coordinate with clients and internal AVI-SPL stakeholders to ensure delivery excellence throughout the sales, project, and service lifecycle.

The role requires strategic leadership, strong CXO-level communication, and the ability to drive KPI metrics, staffing, and international deployments while maintaining top-tier customer satisfaction.

Qualifications

• Minimum of a 4-year degree or comparable industry experience.
• 5+ years in a project/program management or leadership role.
• 5+ years of IT technology service or enterprise technology management preferred.
• Experience working with international accounts/program deployments preferred.
• PMP, PgMP or Prince2 certification preferred.
• Experience in the AV industry is a plus.

Responsibilities

• Develop and maintain customer relationships with key decision makers and influencers.
• Direct liaison with the customer as the primary owner of all communications for deployments, SLAs, tickets, risks and escalations.
• Manage and drive financial accountability across account aspects and KPI metrics.
• Improve customer satisfaction by leveraging best practices and resources aligned to strategy.
• Lead lessons learned meetings to drive corrective actions to maintain satisfaction.
• Host regular cross-stakeholder meetings to align with customer needs and strategy.
• Conduct quarterly business reviews with customer contacts and AVI-SPL stakeholders.
• Develop and maintain an account playbook for delivery model consistency.
• Assist customer in managing design/deployment standards to promote quality.
• Provide leadership to ensure business outcomes and user adoption across the client.
• Lead global team meetings to provide guidance and project updates.
• Facilitate internal kickoff meetings with sales, engineering, and installation.
• Create and manage project schedules and coordinate resources.
• Interface with service management for transition from project to service ownership.
• Oversee recruitment, interviewing, and staffing for account roles.
• Serve as administrator for meetings, docs, resources and contacts; escalation point for concerns.
• Support deployment of international projects with regional differences considered.

Skills

Leadership

Communication

CXO interaction

Project management

Strategic thinking

Multitasking

Team collaboration

Regional deployments

MS Office

MS Project

Adobe Acrobat

Education

4-year degree or equivalent

PMP/PgMP/Prince2 preferred

IT/enterprise tech mgmt experience preferred

International accounts experience

Tools

Microsoft Project

Adobe Acrobat

Microsoft Excel

Microsoft Outlook

Job description

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: 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.