Senior Program Manager

Job Summary

The Senior Program Manager, Strategic Accounts Service (SAS), is a member of AVI-SPL's project management organization accountable for pre-sales, operations, and service delivery of aligned Strategic Account(s).

This position is responsible for building the framework to track, monitor, and measure the following:

• Pre-Sales/Onboarding activities in partnership with Account Management, Service Delivery, and Client Stakeholders.
• Operations Service Delivery in partnership with internal stakeholders in Senior and Regional leadership, Service Operations Management, and Client Stakeholders.
• Service Delivery includes ticket tracking, service contracts, and escalations in partnership with Senior and Regional Leadership, and Client Stakeholders.

The SAS Senior Program Manager will be the process owner for coordination and communication between key client and internal AVI-SPL stakeholders to ensure the highest level of client satisfaction attainment throughout all aspects of the sales, operations & service lifecycle. This role is strategic and will also require tactical efforts within the account(s) by providing oversight, leadership, and direction to ensure essential functions are adequately staffed and supported and KPI metrics are achieved.

The SAS Senior Program Manager role will be leveraged to stand up net new accounts being onboarded into the Strategic Accounts Program and established accounts that need an audit or refresh. The lifecycle of the role will be to Evaluate – Implement – Stabilize – Transition. Once an account is considered stable, transition to a full-time Customer Success Director will be executed. The SAS Senior Program Manager lifecycle timeline will vary with a duration range between 3-12 months on average.

Lifecycle Roadmap

Phase I – Evaluate, 0-3 months

• Goal: Understand where we are, and define where we need to go
• Meet account stakeholders, understand operational dynamics, gather data, and perform a needs analysis
• Engage with and document all facets of the account: Sales, Operations, and Service
• Identify and Prioritize enhancement opportunities

Phase II – Implement, 3-6 months

• Goal: Build a System that integrates Sales, Operations, and Service Delivery
• Create the account SOP (standard operating procedure)
• Define how the account should operate systematically
• Partner with SMEs to build tools and processes to generate efficiency, drive results and enhance the client's experience
• Integrate the business units and groups supporting the account

Phase III – Stabilize, 6-9 months

• Goal: Stress test the system, identify gaps, enhance, and then repeat
• Maintain the Systems integrity and ensure the tools and process buy-in
• Consistently look for enhancement opportunities to enforce an outstanding client experience

Phase IV – Transition, 9+ months

• Goal: Hand over a healthy and stable account to a SAS Customer Success Director
• Create, review and execute the Program Transition Plan
• Provide guidance and mentorship to the new SA Customer Success Director
• Remain engaged with the account post-transition to help maintain a high level of performance

Essential Duties and Responsibilities

• Enhance Operational Consistency across the Enterprise and global account portfolio
• Host regular meeting cadence for Project Status, Service Delivery, QBR, and YBR
• Support account team members to drive solutions and results through consistent program management best practices, acting as a management overlay, and advocate across Sales, Operations, and Service.
• Ensure AVI-SPL resources are enabled to drive solutions to attain the highest level of client satisfaction by leveraging best practices and actively engaging Service Operations Managers, General Managers, Regional Service Managers, and regional SVPs
• Provide leadership to ensure exceptional client experience and defined business outcomes and are consistently attained throughout the client organization
• Drive coordination and communication between critical account stakeholders related to operation engagements, service level agreements, open service tickets, escalations, and risk mitigation
• Develop and maintain client relationships with key decision-makers and other influencers necessary to properly manage all aspects of the account
• Create Pre-Sales Tracking Tools and Meeting Cadences with both internal and external stakeholders
• Leverage Project and Account Tracking Tools and create custom reporting to align with internal and external stakeholder requirements
• Work with the Service LOB to create Tracking Tools and Meeting Cadences with both internal and external stakeholders, as well as be a point of escalation for Service issues
• Develop and maintain an account-specific Playbook consisting of standard operating procedures to ensure alignment with internal and external stakeholders for consistency in the delivery model
• Assist the client in managing and monitoring standards with internal design and deployment teams to promote innovation, quality, and consistency of experience
• Manage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessary
• Support deployment of international service needs with a keen understanding of regional differences
• Conduct lessons learned meetings on an as-needed basis with internal AVI-SPL stakeholders and client stakeholders to drive corrective measures to retain the highest level of client satisfaction
• Oversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the account

Skills and Abilities

• Must have the ability to lead and contribute individually, as well as work productively within a team and across functional disciplines
• Strong communication skills, both written and oral – along with professional, interpersonal, and relationship-building skills
• Strong business acumen and ability to interface credibly at the C-suite level
• Strong ability to multi-task, prioritize, manage time, and work in a self-directed manner
• Demonstrate leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem-solving skills
• Technical aptitude and ability to be a self-driven learner with a credible understanding of Audio/Visual, Collaboration, and Meeting space technologies overall
• Must have intimate knowledge of regional differences in support of international deployments
• Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project, Smartsheet, and Adobe Acrobat

Education and Experience

• A minimum of a 4-year degree or comparable industry experience is required
• Experience working with international accounts/program deployments required
• 5+ years in a project/program management or leadership role (direct or indirect) is required
• ITIL Foundations certification or comparable industry certification
• Valid and current Project Management Professional® (PMP) / PRINCE2 Practitioner certification is required
• Valid and current Program Management Professional® (PgMP) is preferred
• Lean Six Sigma Green Belt certification required; Black Belt certification preferred
• 5+ years of experience in AV technology or Enterprise Technology management preferred

Working Environment

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.

Pay Type

Salary: $110k-125k

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.