Senior Program Coordinator

2 weeks ago

Baltimore, Maryland, United States Merkle Full time
Job Overview

Company Overview:
Merkle is a premier technology-driven, data-centric customer experience management (CXM) firm. For over three decades, we have collaborated with Fortune 1,000 companies and prominent nonprofit organizations to enhance and optimize the value of their customer portfolios.

We are advocates for meaningful advancement and aim to be a positive influence—for our employees, our clients, the industry, and society at large. Our focus is on our people, fostering an environment conducive to growth, understanding, and learning, enabling them to thrive. We prioritize diversity in our mindset, solutions, and teams, creating an inclusive, equitable, and culturally aware workplace. This cultural foundation enhances our collaboration with one another and our clients, resulting in superior outcomes for all.

Role Summary:

The Program Manager is responsible for the effective sales and execution of CXM's client accounts. You will work closely with sales, client management, and project management across various service lines to secure and deliver client engagements.

Your collaboration with the Solutions Team and Practice Area leadership will be crucial in defining the vision and advancing the program management capabilities within CXM, particularly for large-scale, diverse client projects. You will oversee the entire client lifecycle—from proposal responses to client transition.

Key Responsibilities:

During the Sales Process:

  • Customize engagement model frameworks and cross-service line strategies tailored to client needs for proposals and presentations.
  • Develop engagement model approaches, including team structure, processes, and pricing for client proposals.
  • Collaborate with finance and operations to model teams and pricing for new client opportunities.
  • Design the engagement model for client interactions, including team configurations and workflows.

Post-Award Responsibilities:

  • Work with service lines and clients to refine the engagement model presented during the sales phase and collaborate with teams to establish the project team.
  • Coordinate with the team to prepare for both client and internal project kickoffs.

Project Delivery:

Act as the Chief Operating Officer and lead program director for client accounts, which may involve managing the Project Management Office (PMO) on behalf of the client or overseeing the overall program for CXM.

Accountability for:

  • Execution Standards
  • Adapting PMO frameworks to fit client contexts and ensuring clarity among all parties regarding processes and communication strategies.
  • Establishing standardized team size estimation methods for accounts.
  • Standardizing the delivery of the chosen methodologies for clients.
  • Overseeing onboarding materials and ensuring all project teams receive project-specific training.
  • Creating and updating account playbooks.

New Business Development:

  • Facilitate the development of pitches and proposals in partnership with client leadership.
  • Ensure comprehensive Statements of Work (SOWs) are created and approved for all new projects.
  • Ensure detailed Change Orders are developed and approved for any project modifications.
  • Collaborate with account teams to formulate account strategies.

Excellence in Delivery:

  • Guarantee that all programs are delivered on time, within budget, and meet the agreed-upon scope.
  • Ensure effective communication of all workstreams across the account.
  • Work with relevant leads to identify and address escalated issues.
Qualifications:
  • A minimum of 15 years of experience in delivering complex, global client engagements within a professional services environment.
  • Proven ability to unite diverse teams to deliver exceptional digital experiences.
  • Expertise in program management with a strong track record of successful execution of strategic initiatives.
  • Experience collaborating with other professional services organizations in client settings.
  • Demonstrated leadership skills in guiding talent from various backgrounds towards shared objectives.
  • Proven commercial delivery success with the ability to showcase profitable execution of complex engagements.

Additional Information:
The anticipated salary range for this position is competitive and based on various factors including experience and skills. A comprehensive benefits package is available, including medical, dental, vision, and retirement plans.

About Merkle:
Merkle is dedicated to being a partner in growth and transformation for leading organizations worldwide. We are committed to innovation and impactful solutions that drive growth for our clients, people, and society.

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