Program Manager, Client Services

Comtech Ef Data•Broomfield, CO

14d•$100,000 - $125,000

About The Position

The Program Manager, Next Generation 9-1-1 key responsibilities include managing system integration to completion; apply technical and managerial skills to satisfy business, technology, and project objectives; partner with client leadership and delivery teams to lead projects; program planning and execution across various functions; driving projects and program to achieve mission critical outcomes for clients; maintain and develop systems and processes for optimizing client communications, trainings, and ongoing operations; increase client satisfaction; and grow Comtech revenue within the client relationship.

Requirements

Excellent communication, collaboration, and problem-solving skills.
5+ years experience in a customer facing role. leading technically oriented, and program status, presentations and discussions to customers and various levels of management.
5+ years experience and proficiency handling multiple complex projects simultaneously with limited oversight.
Excellent interpersonal skills, including effective listening, verbal, and written communication skills.
Hands on knowledge of change management, ticketing, and work order tools.
Intermediate level knowledge with Microsoft Office tools, Outlook, Word, Excel, and Project.
Strong leadership and organizational skills.
Demonstrated ability to reach results and influence parties that are outside of his or her direct control.
BS/Technical degree or equivalent combination of education and work experience.

Nice To Haves

Experience within the 9-1-1 industry is desirable.

Responsibilities

Lead all aspects of the program lifecycle, including contributions to service solution implementation and deployment, and fully accountable for the daily ongoing support and delivering new solutions, features, and change management activity.
Drive the completion of company-critical NG9-1-1 deployments to meet client contract requirements, including milestones and timelines, to maximize revenue.
Communicate often with the client, cross-functional teams, and External Providers. Maintain a reputation for responding quickly to emails, requests, and other forms of communication. Coordinate and host program meetings with clients, including feedback and materials from applicable internal subject matter experts and coordinate their attendance to present during client meetings. Deliver timely meeting agendas, meeting notes, and action items which include team assignments and next action dates.
Serve as the client s primary contact, and advocate on their behalf both internally and with External Providers. Foster those relationships over the program lifecycle to motivate and drive deliverables and solutions forward.
Build a deep understanding of the client environment and needs, including key influencers and decision makers, business challenges, goals/problems of the program and evaluate how Comtech solutions could resolve these goals/problems.
Closely monitor service delivery quality and client feedback in partnership with Comtech implementation and support teams.
Identify, evaluate, and drive resolution to issues and risks that arise over the course of the program lifecycle and lead corrective actions across functional teams.
Fully responsible for managing all projects and requests from the client from start to completion.
Work closely with cross functional teams and assign managers to develop scope of deliverables, resources, budget, and timing of deliverables. Drive appropriate prioritization for client deliverables with support teams, support internal review meetings and communicate any new work being negotiated to the support teams required to budge the time necessary to fulfill project initiatives within the committed deliverable date.
Drive resolution of client issues and impairments that may span cross-functional business groups within Comtech and with External Providers and do so effectively from a remote environment. Take ownership of escalating actions needed if there is a lack of response or urgency to address issues in a timely manner. Take responsibility for ensuring all teams work together to address and resolve impairments within the contractual time frame.
Participate and assist in driving the root cause analysis process, and present findings and corrective actions to the client.
Calculate financial penalties and report those penalties to Comtech finance, the client, and External Providers when appropriate when penalties will flow down due to root cause responsibility.
Develop, deliver, and manage both client communication and training initiatives, and onboard internal cross team training on the deployed solution and any new features or move, add, changes applied to the client program after initial deployment.
Coordinate with the activities of Sales, Product Management and other account stakeholders. Contribute to contract negotiations.
Responsible for fulfilling the documented budget.
Travel may be required.