Program Director

Jolera Inc.•Toronto, ON

4d•Hybrid

About The Position

Jolera is a multinational Global Systems Integrator (GSI) that provides comprehensive IT solutions to direct customers and channel partners worldwide. With over 550 skilled professionals, Jolera designs, implements, and manages effective, competitive, scalable, and value-driven technology systems. Services include customized technology solutions, IT assessments and strategic planning, IT device and infrastructure management, data backup and recovery, cloud and on-premise migrations, enterprise security, and 24/7/365 quad-lingual end-user support. The Program Director will manage customer relationships in assigned accounts, focusing on preserving and expanding Jolera's presence. This role also involves Virtual CIO responsibilities, including IT Strategic Planning from pre-sales through delivery. The ideal candidate has a background in IT Service Management, sales, and customer service, balancing customer orientation with a result-driven approach to retain customers and grow Jolera's wallet share by aligning technology solutions with business requirements.

Requirements

Strong knowledge of market research, sales and negotiating principles.
Strong knowledge of MS Office, and CRM Software.
Excellent communication, and presentation skills as well as the ability to build relationships.
Strong organizational, and time-management skills.
Understands and demonstrates high-touch customer service/sales/relationships
Is dynamic enough to build relationships and communicate effectively with senior and mid-level managers.
Understands IT broadly enough to have a conversation and position themselves as a go-to-advisor
Knows when to say “no” or “help”
Is sufficiently resourceful and able to track multiple moving targets
Academic background in IT, business administration, sales or marketing
10+ years of work experience in the related field in relation to Information Technology.
Proven success in business transformation, change management, and strategic IT planning for large, complex organizations
Problem-solving
Communication
Team collaboration
Time management

Responsibilities

Work with Jolera Operations/Architects/Leadership to plan for customer technology needs
Facilitate technology planning sessions with appropriate customer constituents
Ensure timely and regular reporting updates and go forward discussions
Map and build internal external awareness of customer current state versus optimal state
Collaborate with customer executives and leaders to build and execute IT Strategic Plans
Provide Management of Onboarding, Projects and other Initiatives, connecting the dots internal to Jolera as well as with customer and external constituents.
Maintain and manage customer agreements and negotiations
Facilitate and coordinate action on customer concerns
Direct and administer customer invoicing and reporting
Ensure CRM is filled with up to date customer information (company details, contacts, opportunities)
Routinely meet with key stakeholders and influencers
Direct Jolera Management in customer engagement needs
Facilitate third party relationships
Stay apprised of customer business activity
Ensure receipt of event invites, holiday/occasion gifting