Global Accounts Strategy & Delivery Lead

AVI-SPL; New York (NY); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

AVI-SPL’s Global Accounts Program Manager leads a senior project management team responsible for operations and service delivery across Global Accounts, coordinating between client stakeholders and AVI-SPL teams to ensure the highest level of customer satisfaction throughout the sales, project and service lifecycle.

This strategic role drives staffing, KPI attainment, quarterly business reviews, and seamless handoffs from project kickoff to service ownership, requiring executive communication

Qualifications

• 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.

Responsabilités

• 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

Connaissances

Project management

Stakeholder communication

Financial management

Global accounts

Leadership

Cross-functional collaboration

Strategic thinking

Formation

4-year degree or equivalent experience

PMP/PgMP/Prince2 certification preferred

Outils

Microsoft Office

Microsoft Project

Adobe Acrobat

Description du poste

AVI-SPL’s Global Accounts Program Manager leads a senior project management team responsible for operations and service delivery across Global Accounts, coordinating between client stakeholders and AVI-SPL teams to ensure the highest level of customer satisfaction throughout the sales, project and service lifecycle.

This strategic role drives staffing, KPI attainment, quarterly business reviews, and seamless handoffs from project kickoff to service ownership, requiring executive communication