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Everon · 3 weeks ago

National Accounts Program Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Everon is a company that values its employees as the key difference in delivering exceptional service to its customers and communities. The National Accounts Program Manager will lead operational account management for a portfolio of National Account customers, ensuring effective communication and project delivery while managing customer relationships and internal collaboration. This role involves overseeing installation projects, service ticket performance, and facilitating customer requests across various departments.

Business IntelligenceCommercialFacilities Support ServicesSecurity

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 Everon 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

Customer account managementCommercial security expertiseElectronic security knowledgeProject managementCSPMPMP certificationSalesBilling systemsMS OfficeProjectCoachingTeam managementMentoringCommunication skills