Everon · 15 hours ago

National Accounts Program Manager

United States

Full-time

Remote

Mid, Senior Level

$66K/yr - $132K/yr

5+ years exp

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Responsibilities

Will assume the role of the “Operations Relationship Manager” with assigned customer(s) and be the focal point for Customer communications of performance, metrics, issues, and other account items.

Individual is ultimately operationally responsible for delivery of all installation projects and the service ticket portfolio for a Specific Customer(s) assigned within the National Accounts customer portfolio and facilitation of customer requests/issues related to Monitoring, Billing, A/R.

Serves as the escalation point for operational issues with each account as they may arise and facilitate resolutions through various internal or external groups. Prepare formal correspondence in response to customer’s questions or concerns.

Responsible for delivery within established targets and achievement of account and customer objectives.

Establish relationships with appropriate Customer contacts. Develop and maintain communication rhythms with each customer based on their needs as well as our standard reporting and communication processes.

Will attend customer meetings, developing and performing presentations and representing ADT-C all aspects of his/her area of responsibility.

Acts as an advisor to project managers, functional managers, supervisors, and project team members regarding projects, tasks, and operations. Adheres to master program plans and schedules, analyzes issues and develops solutions, and directs the work of internal and external resources assigned to program.

May have direct supervisory responsibility.

Work closely with Service and the Field delivery organization to ensure Service Ticket performance is in line with standards and SLA’s.

Manage and deliver key Customer/account metrics including items such as the Quarterly Scorecard Review, Metrics surrounding Install projects and Service Ticket performance, Monitoring statistics, SLA attainment, etc.

Review and analyze account data to identify issues/trends and identify opportunities for improvements. Plan and implement improvement opportunities for accounts.

Collaborate with other groups to align on operating interactions and processes, optimize delivery efficiency, and customer satisfaction.

Provide accurate forecasting information.

Develop appropriate planning documents including project plans, scope documents, SOW’s, charters, Execution Playbooks, etc. Review requirements to determine scope, effort, schedule, time frame, funding requirements, staffing requirements, allotment of available resources to various phases of the projects, and metrics.

Define and initiate projects and establish resources to manage projects.

Review and manage contracts with General Contractors or Customers.

Set and manage expectations with resource manager(s) and team member(s) regarding allocation to the project and performance expectations.

Ensure effective Quality Assurance/Quality Control mechanisms are in place and adhered to.

Support other groups as needs arise.

Performs other duties as assigned.

Qualification

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Customer account managementCommercial security industry knowledgeProject managementElectronic security understandingSalesService systems knowledgeTeam managementCoachingMS Office skillsMS Project skillsCSPM certificationPMP certificationConstruction experienceMentoring