Manager, Sr. Program

Senior Program Manager, Strategic Accounts Service (SAS)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 RoadmapPhase I – Evaluate, 0-3 months Goal: Understand where we are, and define where we need to goMeet account stakeholders, understand operational dynamics, gather data, and perform a needs analysisEngage with and document all facets of the account: Sales, Operations, and ServiceIdentify and Prioritize enhancement opportunitiesPhase II – Implement, 3-6 months Goal: Build a System that integrates Sales, Operations, and Service DeliveryCreate the account SOP (standard operating procedure)Define how the account should operate systematicallyPartner with SMEs to build tools and processes to generate efficiency, drive results and enhance the client's experienceIntegrate the business units and groups supporting the accountPhase III – Stabilize, 6-9 months Goal: Stress test the system, identify gaps, enhance, and then repeatMaintain the Systems integrity and ensure the tools and process buy-inConsistently look for enhancement opportunities to enforce an outstanding client experiencePhase IV – Transition, 9+ months Goal: Hand over a healthy and stable account to a SAS Customer Success DirectorCreate, review and execute the Program Transition PlanProvide guidance and mentorship to the new SA Customer Success DirectorRemain engaged with the account post-transition to help maintain a high level of performanceEssential Duties and ResponsibilitiesEnhance Operational Consistency across the Enterprise and global account portfolioHost regular meeting cadence for Project Status, Service Delivery, QBR, and YBRSupport 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 SVPsProvide leadership to ensure exceptional client experience and defined business outcomes and are consistently attained throughout the client organizationDrive coordination and communication between critical account stakeholders related to operation engagements, service level agreements, open service tickets, escalations, and risk mitigationDevelop and maintain client relationships with key decision-makers and other influencers necessary to properly manage all aspects of the accountCreate Pre-Sales Tracking Tools and Meeting Cadences with both internal and external stakeholdersLeverage Project and Account Tracking Tools and create custom reporting to align with internal and external stakeholder requirementsWork 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 issuesDevelop and maintain an account-specific Playbook consisting of standard operating procedures to ensure alignment with internal and external stakeholders for consistency in the delivery modelAssist the client in managing and monitoring standards with internal design and deployment teams to promote innovation, quality, and consistency of experienceManage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessarySupport deployment of international service needs with a keen understanding of regional differencesConduct 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 satisfactionOversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the accountSkills and AbilitiesMust have the ability to lead and contribute individually, as well as work productively within a team and across functional disciplinesStrong communication skills, both written and oral – along with professional, interpersonal, and relationship-building skillsStrong business acumen and ability to interface credibly at the C-suite levelStrong ability to multi-task, prioritize, manage time, and work in a self-directed mannerDemonstrate leadership and management skills in a team-oriented, collaborative environmentExceptional strategic thinking and structured problem-solving skillsTechnical aptitude and ability to be a self-driven learner with a credible understanding of Audio/Visual, Collaboration, and Meeting space technologies overallMust have intimate knowledge of regional differences in support of international deploymentsProficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project, Smartsheet, and Adobe AcrobatEducation and ExperienceA minimum of a 4-year degree or comparable industry experience is requiredExperience working with international accounts/program deployments required5+ years in a project/program management or leadership role (direct or indirect) is requiredITIL Foundations certification or comparable industry certificationValid and current Project Management Professional (PMP) / PRINCE2 Practitioner certification is requiredValid and current Program Management Professional (PgMP) is preferredLean Six Sigma Green Belt certification required; Black Belt certification preferred5+ years of experience in AV technology or Enterprise Technology management preferredWorking EnvironmentThis 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 RequirementsThis 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 equipmentMore About UsAVI-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 Min Base Max Base Salary $110k $125k