Position Summary:

We are seeking someone with critical infrastructure experience to join our Mission Critical Team and deliver white-glove service!

The Sr. Program Manager will provide leadership for all aspects of Operational account management responsibilities for a portfolio of National Account customers. This position will establish appropriate operational customer relationships and be the primary point of Operational contact with our largest key customers post-sales, effectively managing the customer touchpoints within our organization. Work with our Field Organization, other internal departments, sub-contractors, General Contractors, etc. for planning and delivering Installation projects and overseeing the Service Ticket portfolios for our National Accounts customers. Responsibilities can also include sales support and facilitating customer requests/issues related to Monitoring, Billing, and A/R. May have responsibility for a single large account or multiple accounts. General dollar volume range of the portfolio of accounts is in the $10M+ range. May manage "dedicated" support teams. This position will work closely with other departments such as NAM's, the Field delivery organization, Service, Engineering, Finance, Technical Solutions Group, Legal, Billing/AR, and other support groups.

Duties & 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.
• Responsibilities can also include sales support and facilitating customer requests/issues related to Monitoring, Billing, and A/R.
• 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 in 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.

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.
• Team management.
• 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.
• Coaching, mentoring, and staff development skills. Actively seeks 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.
• Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English.

Minimum Qualifications:

• Bachelor's degree preferred
• 10+ years experience in the alarm industry and project management (or equivalent). 4+ 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