Program Manager (Client Services)

Coordinates all aspects of a product or service offering project for a client, from inception to installation. Installations may involve acceptance of capitalized equipment or enterprise software systems, or system integration or consulting projects/engagements. May work at client site from time to time. Typically involves extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams. Project is typically focused on the delivery of new or enhanced products to improvement of customer satisfaction through the use of technology. Project management skills, rather than technical skills, are key, but a strong technical background is often required to manage competing interests. Typically oversees schedules and budgets to ensure goal attainment.

• Structures and manages integrated, multi-track projects and/or programs of multiple projects
• Oversees project estimations and staffing. Oversees the development of project deliverables
• Establishes and maintains processes to manage scope over the project lifecycle
• Identifies and manages project and/or program issues. Sets project quality and performance standards
• Partners with other project leaders to lead teams of 15+ people. Builds and structures the project team to ensure maximum performance
• Provides purpose, direction and motivation to team. Clarifies and communicates project objectives and success criteria
• Ensures key project and program-wide roles and responsibilities are defined. Ensures the use of best practices and applies lessons learned from previous projects and ensures a positive, collaborative work environment for the team
• Responsible for ongoing client satisfaction. Manages peer-level client relationships (expectations, communications, negotiations, escalation, feedback, etc.). Develops relationships with, and ensures the appropriate participation of, key client stakeholders and client executives.
• Bachelor s degree required or equivalent work experience
• 8-12 years of project management experience in successfully delivering marketing and technology solutions; consulting and digital experience preferred
• Mandatory experience leading diverse project types and future interest should include supporting the following project types: technology, creative and strategy
• Experience using object oriented design and development methodologies- Agile experience required
• Experience in leading diverse teams of 15 or more people in dynamic and fast-paced environments in a globally distributed model, with resources representing multiple disciplines (such as marketing, technology, creative, production)
• 5+ years of client management experience with primary accountability for peer-level client relationships at the executive level across marketing & technology departments; experience should include external client management and negotiations
• Experienced multiple full project lifecycles from business development to final delivery
• Experience and interest in supporting new business initiatives