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This is a 3-6 month contract located in Toronto, Ont (Remote)
Job Summary
The Program Manager will own multiple clients and will be directly accountable for Profit and Loss and Growth of the customers. This individual will also build, manage, and develop a high performing team of technical support specialists. The ideal candidate will possess strong problem solving capabilities to include using various methods to help identify the opportunity for growth while focusing on operational efficiency.
Duties and Responsibilities
* Own the overall Profit & Loss (revenue through Margin), growth, and Gross Margin Dollars for assigned clients.
* Direct the operations of customer relationship function for assigned accounts, focusing on providing customers with support, guidance, and knowledge resources to boost renewals and strive for zero churn.
* Develop strategies and processes to deliver a consistent client experience from onboarding through all phases of the customer lifecycle while promoting retention; Client Satisfaction to be measured via Net Promoter Score (NPS) and operational Customer Satisfaction measures (CSAT).
* Responsible for overall governance to include:
* Monthly Business Review
* Strategic: innovative road mapping
* Manage a team of Customer Relationship team members to include providing leadership, addressing discipline issues, hiring and terminations, administrative duties, and training for continuous improvement.
* Conduct monthly account reviews with each client while identifying blind spots that may exist and opportunities to improve relationships and overall approach to account plans.
* Build trusted relationships with senior leaders on assigned accounts and act as an escalation point as need for the customer and the internal support team.
* Collaborate with other teams as needed to align customer brand, values, position, and opportunities with the clients value proposition.
* Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.
Basic Qualifications
* Bachelor’s Degree in Business Management, Computer Science, or related field.
* 10-12 years of related experience
* Prior management experience with strong leadership skills
* Excellent delivery skills in related IT/Product categories
* Strong strategic and tactical account management skills
* Effective communicator with strong attention to detail
* Ability to work independently as well as in a team environment
Preferred Qualifications
* Experience in sales accounts in related IT/Product categories