National Account Program Manager

Pay Rate: $48 per hour - $52 per hour
Duration: 3 Month Contract
Work Mode: REMOTE
Location: Texas, Midwest, or West Coast

Summary:

• Provide leadership for all aspects of operational account management for a portfolio of National Account customers.
• Establish operational customer relationships and be the primary point of contact with key customers post-sales.
• Manage customer touchpoints within the organization and oversee the service ticket portfolios for National Accounts customers.

Responsibilities:

• Act as the “Operations Relationship Manager” for assigned customers, handling communications of performance, metrics, and issues.
• Oversee delivery of installation projects and service ticket portfolio for specific customers within the National Accounts portfolio.
• Serve as the escalation point for operational issues and facilitate resolutions through internal or external groups.
• Establish relationships with appropriate customer contacts and maintain communication rhythms based on customer needs.
• Attend customer meetings, develop presentations, and represent the company in all aspects of responsibility.
• Advise project managers and team members regarding projects, tasks, and operations.
• Ensure service ticket performance aligns with standards and SLA’s.
• Manage and deliver key customer/account metrics, including Quarterly Scorecard Review and SLA attainment.
• Review and analyze account data to identify issues/trends and opportunities for improvement.
• Collaborate with other groups to optimize delivery efficiency and customer satisfaction.
• Develop planning documents including project plans, scope documents, and charters.
• Review and manage contracts with General Contractors or Customers.
• Ensure effective Quality Assurance/Quality Control mechanisms are in place.

Requirements:

• Bachelor’s degree preferred with 5 years experience in the alarm industry.
• 5 years of demonstrated project management experience and 2 years of customer relationship management experience.
• Advanced electronic security industry knowledge.
• Construction experience preferred.
• CSPM or PMP certification preferred.

Preferred Skills:

• Proficiency in managing customer accounts and relationships.
• Excellent communication and listening skills with ability to engage all management levels.
• Advanced domain knowledge in the commercial security industry.
• Strong knowledge of sales, installation, service, billing, and monitoring systems.
• Technical understanding of the electronic security industry.
• Strong organization and matrix management skills.
• Team management, coaching, mentoring, and staff development skills.
• Intermediate MS Office and Project skills.
• Ability to travel as required.