Sr Program Manager

2 weeks ago

Billerica, Massachusetts, United States Worldwide TechServices Full time

Company Description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses and consumers.

Job Description

The Senior Program Manager position is responsible for managing a positive relationship and active contracts between WWTS and client. Oversees the establishment of procedures and customer service polices to maintain high standards and ensure quality customer service. Grows and develops client relationships to ensure the growth of revenue. Manages one large or more, complex program with significant revenue responsibility or multiple smaller programs. Manages staff.

Qualifications

  • Acts as the Executive lead with overall customer responsibility
  • Responsible for Executive Customer Management reviews
  • Negotiation Authority
    • Supports overall Client Management financial objectives
  • Demonstrates a strong knowledge of the Company; ability to collaborate effectively with executives
  • Manages and understands client needs and expectations
    • Typically supports large domestic or international accounts
  • Ensure compliance of all aspects of contracts including but not restricted to Service Level Agreements, SOWs, invoicing, special projects, and escalations
  • Acts as the function/department head when next level position is unavailable
    • May manage other Program Managers, or other members of the Program team
  • Develops and implements effective coaching to improve employee performance
    • Collaborates with senior leaders to develop department performance measures
  • Responsible for all aspects of the performance of the Program
  • Responsible for preparing and presenting client quarterly business review
  • Provides guidance to and makes recommendations to other Program Managers in order to ensure success of the program
  • Responsible for all project and program financial activities. Makes recommendations to other Program Managers regarding financials of other PM accounts
  • Manages formal customer complaints for root cause and quick resolution
    • Uses system applications to update/monitor customer activity
  • Acts as a liaison to ensure that communication between client and field service and or subcontractor organizations are maintained effectively, so that quality service can be delivered to customers
  • Prepares weekly customer survey reports for clients and field service
  • Facilitates weekly and monthly customer satisfaction reviews with clients
  • Monitors existing contracts
    • Pursues additional revenue and new customers Requirements Education and

Experience:

  • Typically requires a Bachelor's degree with 5-7 years of experience or an equivalent amount of experience; or additional education with less experience
  • Customer service management experience preferred Certifications and/or Qualifications:
    • Knowledge of relevant technical software

Skills:

  • Excellent written and oral communication skills
  • Excellent organizational skills
  • Excellent interpersonal skills
  • Ability to oversee the planning, organization, development, and implementation of projects and services
  • Ability to maintain professionalism when interacting with clients and addressing concerns

Additional Information

All your information will be kept confidential according to EEO guidelines.

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