Program Executive

ConvergeOne•West Sacramento, CA

7d•$130,000 - $200,000

About The Position

The Program Executive will be the primary liaison between assigned customers and the Customer Success Center (CSC). Responsible for overall senior (C Level) customer relationships, strategic alignment, opportunity identification, scope expansion and P&L management for each customer. Owns all escalations for critical issues and until resolved, provides reporting, analytics and consulting, develops and manages communication strategy, facilitates Root Cause Analysis and ongoing improvement activities related to major incidents. Provides leadership to the internal account service teams on customer-related issues and activities. Participates and drives monthly and quarterly business with customers, assists in account planning and lead generation with the sales and managed services team members. Coordinates and communicates contract onboarding activities with the account service teams and CSC leadership team. Measures of success:Key Attributes: o Customer Satisfaction o Deep knowledge of contract admin. details and SOW o SLA mgmt. o Ability to advocate for the customer within ConvergeOne o Gross Profit o Senior executive level (CEO, CIO) client relationship skills o Revenue maximization o Ability to grow the top line & profitability of the account

Requirements

Bachelor’s degree (BA or BS); candidates may have a high school diploma with minimum 10 years of direct report management and/or customer relationship management experience for mid-size organization
10+ years of experience in Maintenance and/or Managed Services senior-level customer relationship management (line, management & executive)
Exceptional, definable leadership experience with proven results
Ability to work across organizational boundaries to solve complex business issues
Strong technical aptitude & the ability and willingness learn new technology solutions
Demonstrated ability to lead complex (matrix) project teams to deliver results
Superior negotiation, coordination, and conflict resolution skills
Strong analytical, interpersonal and relationship building skills
Strong work ethic and personal drive to excel
Exceptional organizational skills and attention to detail
Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
Ability to analyze complex information system data
Ability to adapt to change quickly and multi-task
Must possess excellent oral and written communication skills in English
Proficient in MS Office applications (Word, Excel, and PowerPoint)

Nice To Haves

10+ years of experience in large account service management with a focus on: Data Center Operations, Telecommunications, Unified Communications, Contact Center or other technology-related Managed Services
5+ years of direct report management
Advanced proficiency with Excel & data analytic tools

Responsibilities

Ensures customer satisfaction and retention
Manages and ensures attainment of all contractual objectives and service levels (SLAs)
Manages account-based P&L and annual revenue growth plans
Develops renewals, customer retention/account growth programs
Oversees all escalations for critical issues through creation and resolution
Monitors performance reporting and analytics, to ensure our focus on continuous improvement
Manages relationships with the client and sales teams
Prepares customer communication strategy
Manages all contracts and engagement
Coordinates and oversees contract onboarding, as well as transformational (growth) projects/ initiatives

Benefits

401(k) Plan (35% employer match per dollar up to 10% employee contribution)
Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
RX Home Delivery
HSA with Employer Contribution
In-vitro Fertility (treatment coverage)
Dental
Vision (2 plans: 12-month and 24-month frames allowance)
FSA Plans (Healthcare, Dependent C are and Limited Purpose)
Pre-tax Commuter Plans
Employer-paid Life Insurance
Employer-paid Short + Term Disability
Long Term Disability (2 plans: Employer-paid or optional Self-paid)
Paid Parental Leave (4 weeks at 100%)
Employee Assistance Plan
Voluntary Life Insurance for team member, spouse and child
Voluntary Accidental Death for team member and spouse
Legal/ID Theft Plans
TeleHealth
Wellness via Omada Health (healthy living solution)
Travel Assistance
Business Travel Accident Coverage
Medical for foreign travel coverage
Employer-paid Pet Telehealth
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Volunteer Time Off
10 Holidays
Summer Sizzle
On Demand Pay (Daily Pay)