Program Manager / Customer Relationship Manager

We seek an experienced and highly analytical, customer driven Service Delivery/Customer Relationship Manager to complement our Business Management Office. Utilizing Best Practices approach, the Program Manager will be working within the Business Management Office (BMO) in managing key customer relationships in the Computer Services industry. This person will act as the primary liaison between our internal organization (including finance, service delivery, sales, quality assurance, and business administration), and our external customers.

Roles and Responsibilities:
Customer Relationship Management:
•Customer Advocate
•Customer Business Reviews (Quarterly, Monthly)
•Quality Improvement facilitator
•Action Resolution Management
SLA Compliance and Monitoring:
•Quarterly, Monthly Customer KPI Reporting
•KPI Continuous Improvement
•Escalation Management
•Root Cause Analyses
Contract Compliance:
•Scope and KPI Management
•Penalty/Rebate Mitigation
•Service Level Agreement Compliance
•Quarterly and monthly Contract Reviews
Financial Performance:
•Billing Adjudication
•Profit and Loss Analyses
•Margin / Erosion Control
•Cost Center Management
•Demand Forecasts
•Account Receivables Liaison
Account Implementations:
•Program Implementation Liaison
•Steady-state Ownership
•Process / Procedure Stakeholder
•Training support
•Executive sponsorship
Pre-Sales:
•Existing account growth
•Sales Support (RFP, SOW, etc.)
•Project Forecast and Demand
•Pricing Support
Personnel Management (*)
•Performance Management
•Merit Reviews
•Personnel Development Plans
•360 Feedback
(*) Applicable for those Program Manager’s who will be managing employees
REQUIREMENTS
EDUCATION AND EXPERIENCE:
• Bachelor’s Degree in a related field.
• Post graduate degree highly desirable.
• SAP experience is a plus.
• Strong consideration given to those candidates with Six Sigma Green Belt or Black Belt and/or TQM background.
KNOWLEDGE, SKILLS AND ABILITIES:
• Seven plus years experience in the following applications: MS Excel, MS Access, MS Word, MS PowerPoint, MS Project, Visio, Minitab preferred.
• Ability to work independently and meet deadlines.
• Strong attention to detail is essential, as is good organizational and interpersonal skills.