Client Program Manager

NCM Associates•Kansas City, MO

About The Position

The Client Program Manager leads complex programs and strategic planning, development, and execution for enterprise accounts. The role develops and implements systems and processes to support, retain, and grow those accounts, and represents client program management to internal and external partners to improve strategic oversight, delivery, reporting, and account management. The position serves as the daily point of contact for assigned enterprise accounts and manages a portfolio of programs whose complexity varies with experience and client goals. Responsibilities span end-to-end program management, account health and relationship management, strategic growth planning, budget tracking, billing, stakeholder communications, reporting, and support for enterprise events. The role also works with NCM Programs and cross-functional teams to develop processes and policies, while maintaining accurate records in internal systems. Travel of up to 20% may be required for on-site event support.

Requirements

Bachelor’s degree required.
At least 4 years of related work or industry experience.
Demonstrated success managing large accounts or similar events.
Account management and project management experience required.
Exceptional critical-thinking and creative problem-solving skills.
Advanced interpersonal skills.
Excellent attention to detail.
Initiative and ability to work as a self-starter.
Solution-oriented approach to daily tasks.
Superior organizational skills.
Strong time-management skills and ability to meet deadlines and prioritize competing projects and priorities.
Ability to collaborate effectively with others in person and remotely.
Advanced capabilities with the Microsoft product suite.
Ability to complete responsibilities accurately and on time to meet client needs and remain cost effective.
Strong presentation, communication, and listening skills.
Ability to travel if needed.
Routinely stand, walk, sit, speak, hear, see, and use hands to handle objects while performing job duties.
May occasionally lift and/or move up to 35 pounds.

Nice To Haves

Knowledge of CRM systems and databases; Salesforce, SharePoint, and Monday.com are a plus.

Responsibilities

Serve as the daily point of contact for assigned enterprise accounts.
Manage a portfolio of complex programs.
Manage complex, custom accounts and programs end to end, including sales assistance, proposal and RFP creation, program pricing, project planning and design, oversight of custom content development, SOP creation, program coordination oversight, system input, account management touchpoints, account health monitoring and reporting, and strategic growth planning, forecasting, budget tracking, and billing.
Work with NCM Programs team members and cross-functional teams to develop processes and policies that prioritize programs appropriately and meet client expectations.
Establish, track, and report on client goals to internal and external program partners.
Develop account management frameworks, touchpoints, and reporting to proactively support relationships with assigned enterprise accounts.
Identify opportunities for strategic growth of enterprise accounts and programs.
Create and implement monthly account health reporting and provide regular reports to NCM management teams and relevant stakeholders.
Identify, communicate, and resolve program risks and problems as needed.
Maintain accurate client records in internal systems, including SharePoint, Salesforce, Monday.com, Outlook calendars, proposals, and program documentation.
Develop and implement clear communication plans for internal and external stakeholders; communicate program changes, updates, and problems promptly and effectively.
Support the fulfillment of larger client and organizational goals.
Embody NCM’s mission, vision, and values.
Manage and support enterprise account events as required.
Manage special billings for enterprise accounts.
Travel up to 20% for on-site event support.