Manager, Sr. Program

AVI-SPL

About The Position

The Senior Program Manager, Strategic Accounts Service (SAS), is a member of AVI-SPL's project management organization accountable for pre-sales, operations, and service delivery of aligned Strategic Account(s). This position is responsible for building the framework to track, monitor, and measure the following: Pre-Sales/Onboarding activities in partnership with Account Management, Service Delivery, and Client Stakeholders. Operations Service Delivery in partnership with internal stakeholders in Senior and Regional leadership, Service Operations Management, and Client Stakeholders. Service Delivery includes ticket tracking, service contracts, and escalations in partnership with Senior and Regional Leadership, and Client Stakeholders. The SAS Senior Program Manager will be the process owner for coordination and communication between key client and internal AVI-SPL stakeholders to ensure the highest level of client satisfaction attainment throughout all aspects of the sales, operations & service lifecycle. This role is strategic and will also require tactical efforts within the account(s) by providing oversight, leadership, and direction to ensure essential functions are adequately staffed and supported and KPI metrics are achieved. The SAS Senior Program Manager role will be leveraged to stand up net new accounts being onboarded into the Strategic Accounts Program and established accounts that need an audit or refresh. The lifecycle of the role will be to Evaluate – Implement – Stabilize – Transition. Once an account is considered stable, transition to a full-time Customer Success Director will be executed. The SAS Senior Program Manager lifecycle timeline will vary with a duration range between 3-12 months on average.

Requirements

Must have the ability to lead and contribute individually, as well as work productively within a team and across functional disciplines
Strong communication skills, both written and oral – along with professional, interpersonal, and relationship-building skills
Strong business acumen and ability to interface credibly at the C-suite level
Strong ability to multi-task, prioritize, manage time, and work in a self-directed manner
Demonstrate leadership and management skills in a team-oriented, collaborative environment
Exceptional strategic thinking and structured problem-solving skills
Technical aptitude and ability to be a self-driven learner with a 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, Smartsheet, and Adobe Acrobat
A minimum of a 4-year degree or comparable industry experience is required
Experience working with international accounts/program deployments required
5+ years in a project/program management or leadership role (direct or indirect) is required
ITIL Foundations certification or comparable industry certification
Valid and current Project Management Professional® (PMP) / PRINCE2 Practitioner certification is required
Lean Six Sigma Green Belt certification required

Nice To Haves

Valid and current Program Management Professional® (PgMP) is preferred
Black Belt certification preferred
5+ years of experience in AV technology or Enterprise Technology management preferred

Responsibilities

Enhance Operational Consistency across the Enterprise and global account portfolio
Host regular meeting cadence for Project Status, Service Delivery, QBR, and YBR
Support account team members to drive solutions and results through consistent program management best practices, acting as a management overlay, and advocate across Sales, Operations, and Service.
Ensure AVI-SPL resources are enabled to drive solutions to attain the highest level of client satisfaction by leveraging best practices and actively engaging Service Operations Managers, General Managers, Regional Service Managers, and regional SVPs
Provide leadership to ensure exceptional client experience and defined business outcomes and are consistently attained throughout the client organization
Drive coordination and communication between critical account stakeholders related to operation engagements, service level agreements, open service tickets, escalations, and risk mitigation
Develop and maintain client relationships with key decision-makers and other influencers necessary to properly manage all aspects of the account
Create Pre-Sales Tracking Tools and Meeting Cadences with both internal and external stakeholders
Leverage Project and Account Tracking Tools and create custom reporting to align with internal and external stakeholder requirements
Work with the Service LOB to create Tracking Tools and Meeting Cadences with both internal and external stakeholders, as well as be a point of escalation for Service issues
Develop and maintain an account-specific Playbook consisting of standard operating procedures to ensure alignment with internal and external stakeholders for consistency in the delivery model
Assist the client in managing and monitoring standards with internal design and deployment teams to promote innovation, quality, and consistency of experience
Manage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessary
Support deployment of international service needs with a keen understanding of regional differences
Conduct lessons learned meetings on an as-needed basis with internal AVI-SPL stakeholders and client stakeholders to drive corrective measures to retain the highest level of client satisfaction
Oversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the account