Director Program Management and Customer Success

Summary
The Director of Program Management and Customer Success is a critical leadership role responsible for overseeing the successful delivery of AFIS projects and ensuring long-term customer satisfaction. This individual will lead a team of Program Managers and Customer Success Managers, driving project execution, managing client relationships, and ensuring the successful adoption and utilization of our AFIS solutions.

 

Responsibilities:
Project Leadership:

• Lead and manage all aspects of biometric program deliveries, including planning, execution, monitoring, and closure.
• Develop and maintain project plans, timelines, budgets, and resource allocation.
• Proactively identify and mitigate potential risks and issues.
• Ensure projects are delivered on time, within budget, and to the highest quality standards.
• Conduct regular project reviews and status updates with clients and internal stakeholders.

Customer Success:

• Build and maintain strong, long-term relationships with clients.
• Proactively identify and address customer needs and concerns.
• Ensure high levels of customer satisfaction throughout the project lifecycle and beyond.
• Develop and implement customer success strategies to maximize the value of our AFIS solutions.
• Conduct regular customer satisfaction surveys and gather feedback.
• Advocate for customer needs within the organization.

Team Leadership:

• Lead, mentor, and develop a high-performing team of Program Managers and Customer Success Managers.
• Set clear performance expectations, provide regular feedback, and conduct performance reviews.
• Foster a collaborative and supportive team environment.

Process Improvement:

• Continuously identify and implement process improvements to enhance project delivery and customer success.
• Develop and maintain best practices for project management and customer success within the organization.
• Stay abreast of industry trends and best practices in project management and customer success.

Customer Relationship Management:

• Build and maintain strong relationships with customers, acting as their primary point of contact for all inquiries and needs.

Performance Monitoring:

• Track customer satisfaction, usage metrics, and key performance indicators (KPIs) to identify areas for improvement.

Problem Resolution:

• Address customer issues and concerns promptly, working closely with the support team to resolve any problems.

 

Qualifications:
Program Management Experience:

• Proven track record in managing successful programs and projects.

Biometrics Expertise:

• At least 10 years of experience working with biometrics solutions, particularly AFIS systems, in a law enforcement context.

Customer-Centric Mindset:

• Strong interpersonal skills and a passion for delivering exceptional customer service.

Technical Proficiency:

• Understanding of biometrics technology, databases, and networking concepts.

Problem-Solving Skills:

• Ability to identify and resolve complex technical and operational issues.

Communication Skills:

• Excellent written and verbal communication skills, with the ability to effectively interact with customers at all levels.

Additional Skills (Preferred):

• Experience with cloud-based solutions and data analytics.
• Familiarity with industry standards and regulations related to biometrics.
• Knowledge of law enforcement operations and procedures.

 

Strong financial acumen is a prerequisite as the position has direct P&L responsibility. The ability to accurately forecast cost and revenue buildup, in tandem with customer satisfaction, are key objectives of the position.
Excellent presentation skills will aid the Senior Director in keeping clients and executive management informed of current and future activities. The successful candidate will be comfortable presenting to groups, including customer and internal executives.
This position requires the successful candidate to travel at least 30% of the time.

 

This list is intended only as a guide and summary of the typical functions of the position. It is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties to which the employee may be assigned. An employee’s supervisor may ask the employee to perform additional duties or take on additional responsibilities without notice. This li