Manager, Sr. Program

Description

Job Summary

The Senior Program Manager, Strategic Accounts (SA), 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 activities in partnership with Account Management, Engineering Team, and Client Stakeholders.
• Operations Project Delivery in partnership with internal stakeholders in Senior and Regional leadership, Operations Management , and Client Stakeholders.
• Service Delivery includes ticket tracking, service contracts, and escalations in partnership withSenior and Regional Leadership, and Client Stakeholders.

The SA 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 SA 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 SA Program Manager will be executed. The SA Senior Program Manager lifecycle timeline will vary with a duration range between 6-12 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 SA Program Manager
• Create, review and execute the Program Transition Plan
• Provide guidance and mentorship to the new SA Program Manager
• 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 accountportfolio
• Host regular meeting cadence for Opportunity Status, 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 Operations Managers, General Managers, regional 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 Stakeholdersrelated to project deployments, 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 wi