Sr. Program Manager

Calero Software   •  

Rochester, NY

Industry: Professional, Scientific & Technical Services

  •  

8 - 10 years

Posted 45 days ago

Job Summary:

The Sr. Program Manager is responsible for client onboarding and ongoing management of clients after transition to support:

During Onboarding –

  • Managing the client expectation as defined by the Statement of Work, contract and budget
  • Managing the work effort for the matrix team assigned to the client onboarding project within budget and planned timeframe
  • Managing the deliverables from the client to achieve the project budget and timeframe
  • Managing the deliverables from Calero for the project to ensure budget and timeframe can be achieved
  • Ensure finance receives the correct triggers to allow invoicing to begin based on the onboarding process
  • Assuring the client is satisfied with the onboarding process
  • Assuring the client is a reference client after the onboarding process
  • Manage the onboarding cost per the project plan and Statement of Work

After Onboarding –

  • Managing as a conduit between the client and TEM Operation team ongoing activities for invoice processing and audit and Bill Pay
  • Develop and work with Calero team to deliver Quarterly Business Reviews with client as planned
  • Assuring client satisfaction
  • Assuring the client is a reference client
  • Work with the Calero Operation management team to assure that Calero achieves the ongoing planned margin for the client project
  • Achieve company profitability for clients assigned to program management after onboarding is completed
  • Identify upsell and cross sell opportunities and work these opportunities with Client Success and Sales teams
  • Work to elevate the senior management level Calero manages to with assigned clients

Duties and Responsibilities of the job:

  • Act as the primary point of contact for assigned clients:
    • During the client onboarding process
    • Ongoing to ensure the client is a reference
    • Act as a conduit between the client and TEM operations to ensure that business issues are resolved in a timely fashion
  • Act as the Calero leader for both internal and external project team members by setting expectations and managing delivery of those expectations
  • Manage cross-functional implementation team in the implementation of new clients and partners for Calero solutions including on-premise, software as a service (SaaS), business process outsourcing (BPO) and/or professional services, according to contracts and statements of work and within the defined scope, quality, timing and budget
  • Manage client and partner deliverables for Calero solutions including, but not limited to Telecom Expense Management (fixed line and wireless), managed mobility services, service lifecycle management and consulting
  • Provide services and/or coordinate services for Calero solutions according to established contracts and statements of work, and within the defined budget
  • Assist clients and partners with establishing cost-effective and efficient business processes that utilize Calero solutions
  • Provide technical services and/or coordinate resources for process design, workflow development, data integration and report development
  • Develop effective account delivery and support plans that help lead to on-time and on-budget deliveries
  • Achieve company objectives for gross margins and profitability across the assigned clients
  • Author project change requests according to company procedures and including clearly written definition of the change, effect on schedules, estimate of costs, price recommendation and obtain approvals. Manage the delivery of the changes on-time and within budget
  • Assist Calero leadership to elevate Calero’s relationship up the clients’ senior management team
  • Provide sales support for sales campaigns and RFIs/RFPs; may be asked to discuss with prospects the Calero delivery process and client support process
  • Work to deliver thought leadership and/or whitepapers within the Calero solutions
  • Work consultatively to develop new business opportunities within existing clients by understanding client needs, identifying solutions, and promoting Calero products and services as appropriate
  • Assure that all activities confirm to the Calero documents processes
  • Act as client advocate and communicate client opportunities, challenges and successes to Calero management, marketing, sales and product developments based onclient requirements
  • Create marketing content in the form of success stories, client benefits and best-practices that can be used by marketing and sales
  • Remain abreast of the markets served by Calero, software and telecommunications technology and telecommunications regulatory changes and monitors future trends/needs

Education:

  • 4-year college degree (Masterspreferred) or the equivalent combination of education and experience

Experience and Training:

  • Minimum of 7 years’ previous experience in a Program Management/Client Relationship Management role in an enterprise software and/or business process outsourcing organization
  • Understanding of telecommunications services, telecom technology, telecom expense management and/or enterprise mobility experience required
  • Aptitude for project management, software, outsourcing services, customer service and Calero solutions
  • Ability to handle complex projects and lead a matrix team to the delivery of a complete set of documented deliverables
  • Ability to design and execute to an account delivery and support plan
  • Ability to manage client teams at all levels to assure statements of work and service level agreements (SLAs) are achieved
  • Ability to effectively manage resources that have competing job and project responsibilities
  • Ability to become an expert on Calero solutions and software platforms
  • Handle difficult escalation tasks and lead corrective actions
  • Understanding of basic finance and accounting, operational metrics, databases, reporting and data analytics
  • Excellent communication and presentation skills – including the ability to manage a meeting, read an audience effectively and adjust as necessary to maintain control ofconversations
  • Confidence to speak as a leader in ambiguous situations and command respect as an authority in our areas of expertise
  • Excellent interpersonal communication and coaching skills, capable of explaining, teaching, training in a highly effective manner
  • Ability to interface with all le3vels of customer contacts from administration to the C-Suite
  • Proven success in a client relations leadership role – assertive, influential, persuasive, convincing, effective, attentive and strategic
  • Highly organized
  • Forward thinking, critical thinking, problem-solver

Technical Knowledge:

  • Diverse infrastructure environments
  • Utilization of virtual machines
  • Relational and “big data” databases
  • Lync phone systems
  • Help/support desk operations in multiple locations with remote users
  • Lifecycle asset management
  • Strong Microsoft Office skills

Requisition ID : 1038