Client Program Manager

Net at Work-posted 2 months ago
$110,000 - $135,000/Yr
Full-time • Mid Level
51-100 employees
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The Client Program Manager is responsible for overseeing service delivery for our strategic clients or clients engaged in our Customer Experience Plan support program within our Acumatica product line. This includes ensuring alignment across project stakeholders through project governance and application of delivery standards, collaborating with our project delivery teams (Acumatica and associated teams), providing strategic guidance and leadership to our clients, serving as an escalation path, and participating in continuous improvement efforts to define and refine Net at Work standard practices.

  • Collaborate with Sales, Customer Experience Manager and Practice Leadership in representing our delivery methodology and engagement model to assigned portfolio of clients.
  • Ensure that the vision for clients' strategic initiatives & project scope is clearly defined and understood by the entire delivery team, validating that it aligns with client business strategy.
  • Manage all escalations within portfolio and coordinate necessary escalations to Practice Leadership.
  • Establish regular communication with client Project Sponsors to communicate status, risks, change, and to provide strategic guidance and stay in tune with potential changes to client business needs.
  • Provide excellent service and build ongoing, trusting relationships with clients to drive collective client and team success.
  • Identify additional opportunities within your client portfolio, and coordinate with sales and practice leadership on opportunity management.
  • Develop Statements of Work for client initiatives including scope definition, budget, and high-level timeline objectives as needed based on support delivery model.
  • Collaborate with Practice Account Management team to ensure Account Management functions are performed and incorporated into delivery.
  • Assist with aligning client work with appropriate delivery resources.
  • Provide guidance, mentorship, and support to your project teams to enable their success throughout the project.
  • Collaborate with Development, Quality Assurance and Product Teams as needed for client deliverables.
  • Partner with Project Managers in communication with client project sponsors regarding status, identifying and mitigating risks, change, open issues, work requests, etc.
  • Be a great teammate, provide mentorship and leadership as opportunities arise, chip in where needed to provide clients with a great experience.
  • Set aside time for self-development by attending training or self-learning on key subjects.
  • Actively represent our culture by leading and participating in efforts around continuous improvement, learning, professional development, and team building.
  • 5+ years of direct work experience in a project leadership capacity including all aspects of process development and project lifecycle execution.
  • Experience directly managing and mentoring team members preferred.
  • Strong understanding of organizational change management considerations for ERP or large technology projects.
  • Excellent written and verbal communication skills with audiences of all levels.
  • Ability to present project status, risks, issues, analysis, and strategic recommendations to Client Executive sponsorship, project management and other stakeholders.
  • Strong technical aptitude.
  • Solid interpersonal skills, and ability to establish and maintain effective working relationships within and outside of Net at Work.
  • Ability to work primarily client facing and concurrently manage multiple projects.
  • Ability to work collaboratively for the best interests of the business and the team.
  • Ability to communicate effectively in both spoken and written English.
  • Strong Microsoft Office skills.
  • Health and Welfare (Medical, Dental, Vision)
  • Accident, Critical Illness, and Hospital Indemnity
  • Employee Assistance Program (EAP)
  • Life and AD&D Insurance
  • Short- and Long-Term Disability Insurance
  • Flexible Spending Accounts
  • Transportation and Parking Accounts
  • Health Savings Accounts (with company contribution)
  • Retirement Planning (401k with matching contribution)
  • Legal Benefits
  • Identity Theft Protection
  • Pet Insurance
  • Wellness Program Offerings
  • Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
  • 8 Paid Holidays per year, including 1 floating holiday.
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