Job Purpose:Reporting to the Senior Director, Program Delivery of the organization, the Program Director is responsible for managing customer relationships in both direct and channel accounts. This candidate will be directly responsible for the preservation and expansion of Jolera within an assigned account portfolio. This individual will also be tasked with Virtual CIO responsibilities, delivering on IT Strategic Planning engagements from pre-sales through to delivery.
The ideal candidate will have a background in IT Service Management, talent in sales and experience in customer service. We expect this candidate to be a reliable professional able to achieve balance between customer orientation and a result-driven approach. The goal, for this candidate, is to retain customers and grow Jolera wallet share by aligning technology solutions to business requirements.
Key Responsibilities:Customer Technology Stewardship
- Work with Jolera Operations/Architects/Leadership to plan for customer technology needs
- Facilitate technology planning sessions with appropriate customer constituents
- Ensure timely and regular reporting updates and go forward discussions
- Map and build internal external awareness of customer current state versus optimal state
- Collaborate with customer executives and leaders to build and execute IT Strategic Plans
- Provide Management of Onboarding, Projects and other Initiatives, connecting the dots internal to Jolera as well as with customer and external constituents.
Customer Administration & Business Support
- Maintain and manage customer agreements and negotiations
- Facilitate and coordinate action on customer concerns
- Direct and administer customer invoicing and reporting
- CRM filled with up to date customer information (company details, contacts, opportunities)
Customer Relationship Building
- Routinely meet with key stakeholders and influencers
- Direct Jolera Management in customer engagement needs
- Facilitate third party relationships
- Stay apprised of customer business activity
- Ensure receipt of event invites, holiday/occasion gifting
Required Qualifications:- Strong knowledge of market research, sales and negotiating principles.
- Strong knowledge of MS Office, and CRM Software.
- Excellent communication, and presentation skills as well as the ability to build relationships.
- Strong organizational, and time-management skills.
- Understands and demonstrates high-touch customer service/sales/relationships
- Is dynamic enough to build relationships and communicate effectively with senior and mid-level managers.
- Understands IT broadly enough to have a conversation and position themselves as a go-to-advisor
- Knows when to say "no" or "help"
- Is sufficiently resourceful and able to track multiple moving targets
Education & Certifications:- Academic background in IT, business administration, sales or marketing
Experience:- 10+ years of work experience in the related field in relation to Information Technology.
- Proven success in business transformation, change management, and strategic IT planning for large, complex organizations
Soft Skills:- Problem-solving
- Communication
- Team collaboration
- Time management
Career Path/Progression:- This role can progress to Senior Program Director
Work Environment & Conditions:- Typical working hours 9 - 5 EST
- Travel requirements - Travel may be required for this role depending on client locations
