Program Manager, Global Clients

Securitas Technology • Baltimore, MD

7h • $107,000 - $123,000

About The Position

The Program Manager manages programs for Fortune 1000, national account, and enterprise customers, supporting customer-service functions for Electronic Security project opportunities. National Accounts are typically multi-geography enterprises that require ongoing coordination across area boundaries and represent $15–$50 million in total annual potential service and sales revenue to Securitas Electronic Security.

The role coordinates account performance, project implementation, technical problem-solving, customer satisfaction, and resource planning across internal teams and service areas. It monitors project delivery against schedule, budget, and scope; develops project plans and practices; and provides customer-facing reporting and business reviews. The Program Manager also supports account profitability, installation leadership, and consistent application of policies, standards, and procedures.

Requirements

• Electronic Security Integration experience.
• 10 years of project management experience in security integration or a related field.
• Proficiency with MS Outlook, Word, and Excel.
• Understanding of construction processes and project flows in construction.
• Past experience delivering professional services such as consulting, system implementation, software support, network design, or installation.
• Demonstrated team management skills.
• Successful experience managing National Accounts.
• Excellent verbal and written customer communication skills.
• Strong technical skills and understanding of technology such as software, networking, and systems development.
• Strong attention to detail and organizational skills.
• High school diploma or GED.

Nice To Haves

• College degree in business or a related field.
• Previous experience and familiarity with standard concepts, practices, and procedures within the purchasing field.

Responsibilities

• Support assigned National or Key Accounts by managing overall service and implementation performance, identifying and resolving technical problems, and promoting customer service and satisfaction.
• Organize and lead regular face-to-face visits with assigned program teams to discuss performance, projects, issues, and plans.
• Use internal systems and coordinate with field operations to ensure appropriate resources are applied and scheduled.
• Interface daily with management in Sales, Service, and Headquarters Field Support.
• Coordinate with the Electronic Security Group to discuss future ESP growth and plan for future support.
• Review workload and determine whether teams are appropriately sized; plan resource requirements for future opportunities identified by account teams.
• Contact and interface directly with customers when required.
• Work with the process excellence team to develop and revise delivery processes for the current business environment.
• Create strategies and update project best practices, processes, and support procedures or requirements.
• Support achievement of account profitability goals.
• Support Installation Managers and Directors in customer-service relationship management for National Account customers, providing prompt, efficient, effective, and quality service and installation support across multiple branches or service areas.
• Assist Installation Managers and Directors with reporting, problem resolution, action plans, and resource attainment to address performance issues.
• Form and maintain databases of nationally provided commodities where necessary.
• Monitor performance and provide direction to ensure projects are on time, on budget, and within scope unless out-of-scope issues are identified.
• Create and maintain client reporting dashboards and present project, service, and initiative conditions weekly and monthly, as well as in regular quarterly or annual business reviews.
• Coordinate with Logistics on staging or kitting ESP orders to ensure quality installation readiness for spoke orders.
• Meet regularly with customers to develop project plans covering schedules, each party's responsibilities, deliverables, acceptance terms, and related details.
• Ensure project teams are trained on policies, standards, and procedures and apply them in everyday project activities.

Benefits

• Medical, dental, vision, life, critical illness, and hospital indemnity coverage.
• Company-paid short-term and long-term disability.
• 401(k) with a 60% match up to 6% of salary.
• Paid vacation, holiday, and sick time.
• Educational assistance.
• Exceptional growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED