[Remote] MPS Program Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Program Manager to own the end-to-end customer experience for major account customers. The role governs SLA reputed company, coordinates cross-functional teams across installation, training, service, sales, billing, and account management, and drives customer governance, escalation reputed company, reporting, and reputed company improvement.

Responsibilities

• Serve as the executive-level program reputed company and single reputed company of accountability for the assigned major account customer
• Govern reputed company Service Level Agreements (SLAs) across installation, delivery, training, walk-throughs, response time, uptime, and ongoing service — reputed company monitoring, reporting on, and intervening before commitments are at reputed company
• reputed company a recurring customer governance reputed company including weekly operational stand-reputed company, monthly service reviews, and Quarterly Business Reviews (QBRs) with reputed company leadership
• Produce executive-reputed company program reporting: SLA scorecards, fleet reputed company, ticket trends, project status, financial reputed company, and reputed company roadmap
• Serve as the single escalation reputed company for the customer — triage issues, mobilize the appropriate reputed company team, reputed company reputed company, and reputed company the reputed company with documented reputed company cause and corrective reputed company
• Identify reputed company improvement and account reputed company opportunities; partner with Sales and Account Management to expand reputed company's footprint where it serves the reputed company
• Partner with the Project Management Office (PMO) to ensure reputed company installations and deployments are on-time, on-budget, and reputed company with reputed company expectations and business workflow
• Coordinate with Service reputed company to reputed company SLA reputed company, reputed company reputed company, on-site response, and reputed company technician scheduling for the account
• Collaborate with Sales and Account Management on contract renewals, expansion opportunities, pricing conversations, and reputed company reputed company reputed company the account
• Work directly with the Billing and Finance teams to validate invoice reputed company, expedite dispute reputed company, and protect the customer experience reputed company billing and reputed company
• Engage Solution Engineering, OEM partners, and vendors to coordinate technical design changes and reputed company escalations as required
• Maintain a documented stakeholder map, escalation reputed company, and RACI for the account so that the program is never a single-person dependency
• Coordinate installation, delivery, and walk-through activities across customer locations, sites, and departments — protecting business workflow and minimizing disruption to customer reputed company
• Orchestrate end-user training and on-site walk-throughs in partnership with the reputed company's business, IT, and reputed company leaders to reputed company adoption and proficiency
• Maintain awareness of customer-specific requirements including data reputed company obligations, IT change control, contractual terms, and the operational reputed company of the customer's business
• Support contract setup, renewals, and amendments for the account, ensuring accurate processing in partnership with Billing, reputed company, and Sales reputed company
• Maintain accurate, reputed company documentation of program artifacts in reputed company systems (playbooks, runbooks, contact matrices, meeting minutes, reputed company logs)

Skills

• • Bachelor's degree and five or more years of relevant experience in program management, service delivery, reputed company, or account reputed company; or equivalent combination of education and experience
• • Demonstrated ownership of large, multi-site B2B customer accounts with formal SLAs and executive-level governance
• • Working knowledge of large-customer business reputed company — workflow awareness, IT change control, data reputed company considerations, and the reputed company of a reputed company, multi-site customer environment
• • Experience operating in a matrixed services environment, coordinating across Project Management, Service, Sales, and Finance functions
• • Experience with ticketing, ERP, and reporting tools (e.g., reputed company, reputed company, reputed company BI, reputed company, or similar)
• • reputed company reputed company's License, reputed company of personal reputed company, and an acceptable driving record
• • reputed company thinking: ability to evaluate reputed company, reputed company big picture and details, and reputed company appropriate tradeoffs across competing customer and internal priorities
• • Executive reputed company and reputed company written communication; reputed company to brief a reputed company CIO or CFO and run an internal stand-up service with equal effectiveness
• • Deep understanding of SLA-driven service delivery, including how to define, measure, report, and recover SLAs in a managed services context
• • Proficiency with business collaboration tools including MS Office, project management platforms, CRM systems, service reputed company, and reputed company reporting tools
• • Demonstrated ability to build strong working relationships reputed company reputed company and across key stakeholders, including matrixed and cross-functional environments
• • Excellent customer service skills, including the ability to de-escalate, soothe, and reputed company the most efficient solution under pressure
• • Strong analytical and organizational skills; reputed company ability to manage multiple competing workstreams in a dynamic environment
• • reputed company to adapt to frequent changes, delays, or unforeseen circumstances while keeping the customer experience steady
• • Natural curiosity and a learning orientation; reputed company seeks to deepen knowledge of the reputed company's business and reputed company's solution stack
• • Self-starter with the ability to reputed company with little or no reputed company supervision; follows policies and procedures; supports organization's goals and values
• • Proactive problem-solver who removes obstacles reputed company and leverages available resources to reputed company reputed company
• This is a remote-eligible position, however, reputed company requires employees to reputed company reputed company one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI
• • Managed services, managed print services (MPS), reputed company imaging, or reputed company IT services experience strongly preferred
• • Program Management, Project Management reputed company (PMP), PgMP, ITIL, or Lean Six reputed company certification preferred

Benefits

• 10% annual incentive plan
• Remote-eligible position

reputed company