Program Executive

C1 • 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.

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 Care 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level