National Account Program Manager

At-a-Glance:

Are you ready to build your career by joining an international fire and alarm protection company. If so, our client is hiring a National Account Program Manager.

Position Type:

• Contract
• Onsite
  
  
  

Required

• Minimum Qualifications:
• Bachelor’s degree preferred with 5 years’ experience in the alarm industry, 5 years of demonstrated project management experience, and 2 years of customer relationship management experience.
• Alternative combination of education and experience.
• Advanced electronic security industry knowledge.
• Construction experience preferred.
• CSPM or PMP certification preferred.
• Knowledge/Skills/Abilities:
• Demonstrated proficiency in managing customer accounts and relationships.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Excellent communication and listening skills with ability to engage all management levels.
• Advanced Domain knowledge/expertise in the commercial security industry.
• Strong knowledge of sales, installation, service, billing and monitoring systems which assist managing National Accounts.
• Technical understanding of electronic security industry.
• Strong organization and matrix management skills.
• Team Management.
• Coaching, mentoring, and staff development skills.
• Actively seek ways in which to act as a role model, guide, develop and mentor others within the organization.
• Intermediate MS Office and Project skills.
• Maintain knowledge of industry and company operations.
• Upgrade and/or enhance supervisory skills by participating in available classes, training, and seminars continuously.
• Ability to travel as required.
  
  
  

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.
• 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 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.
  
  
  

Get in Touch:

We want to hear from you! If you think you’d be a good match, submit your resume and reach out to Ankit at (201) 377-5090 to learn more.

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