Program Manager Natl Account Ops

As a Program Manager you will manage programs for regional financial, strategic financial, fortune 1000, global accounts and enterprise customers. This position will support functions at the customer service level for all Electronic Security project opportunities. National Accounts are typically multi-geography enterprises and require ongoing coordination across area boundaries representing $15-$50 million total annual potential service and sales revenue to Securitas Electronic Security.

• Provide support to National/Key account (as assigned) managing overall service/implementation account performance, technical problem identification and resolution, and general customer service and satisfaction.
• Provide support for Contract renewals and negotiations
• Provide support in achieving account profitability goals
• Provide support of Installation Managers and Directors efforts in customer service relationship management involving National Account customer base with prompt, efficient, effective and quality customer service and installation support through multiple service branches and/or multiple service areas
• Provide and assist Installation Managers and Directors in providing necessary reporting, problem resolution, action plans and resource attainment to resolve performance issues. Be available and insure that Installation Managers assigned to accounts are available to customer and prepared to address customer needs in a timely and acceptable manner.

Essential Functions:

• Organize and lead regular face to face visits with assigned Program teams to discuss performance, projects, issues, and plans.
• Review IMap and Solomon daily and assign resources as necessary.
• Interfaces daily with Management in Sales, Service, and Headquarter Field Support.
• Interface regularly with field Account Teams that are currently supported by the Electronic Security Group to review performance, account plans, etc.
• Interfaces regularly with Account Teams that are not currently supported by the Electronic Security Group to discuss future ESP growth and how we can assist and plan for future support
• Assign workload regularly to ensure team is right sized … plan resource requirements for future opportunities identified by the Account teams.
• Directly contact / interface with customers when required.
• Influence process excellence team to assist in delivery process development and revisions to meet current business environment.
• Provide strategy and update project best practices/ processes and support procedures/requirements.
• Direct, plan, develop and integrate various project management functions and delivery process within the Electronic Security delivery group to achieve specific goals and objectives.
• Influence and work with Project Managers to ensure Project Plans are prepared and meet standard formats, Electronic Strategy and customer expectations and direction.
• Monitor Performance and provide direction to ensure projects are on time, on budget and within scope unless out of scope issues identified.
• Interface and coordinate with Logistics as it relates to staging and / or kitting ESP orders for quality installation readiness regarding spoke orders.
• Meet on a regular basis to develop project plan with customer, including schedule, specific responsibilities of each party, deliverables, terms of acceptance, etc.
• Ensures that the project team is trained in policies, standards, and procedures and those they are practiced in everyday project activities.
• Provides management and leadership for all service delivery personnel during the project. Usually acts as a decision maker in matters of conflict or ambiguity.
• Provides focal point for project problem resolution and escalation to resolve customers concerns quickly and efficiently.
• Solicits formal customer feedback on satisfaction with the quality of the services delivered.