Customer Program Manager Jobs

About the Role

Program Managers are responsible for ensuring customers are satisfied with the products and services Vecima delivers, while also working within Customer Accounts to meet strategic company objectives. Excellent interpersonal and communication skills are required in order to lead project status calls, manage customer expectations, convey project requirements to cross-functional team members, and escalate issues to management when required. Program Managers are also responsible for mitigating project risks and proactively advising the company on issues that could negatively affect customer satisfaction. Candidates must have demonstrated experience in managing complex, large-scale deployments of technical solutions.

Key Duties

• Prepares, clear, sound, accurate, and informative written project plans/reports/presentations, containing findings, conclusions, and recommendations.
• Serve as a consultant to the sales team and SE’s for preparation of service quotes associated with new installation and professional service activities.
• Leads team in analysis of customer service requirements and the proposal of existing/new services and services models. Drives efforts intended to provide optimal customer platform performance/efficiency maintaining minimal downtime. Focused on overall improvement in customer experience.
• Serves as customer escalation point to address critical field issue resolution including management of resolution efforts, resources, communication with the sales team and customer, and recommendation with focus on restoring customer’s system integrity and confidence in client's ability to provide industry leading support.
• Manages and directs all phases of a service and project delivery from inception to completion including development, coordination, and communication of program/project plan and Scope of work (SOW).
• Manages and facilitates the transition of projects from the pre-sales phase. Directs all phases of a customer contracted project in accordance with the (SOW) with primary focus on implementation, coordination, and communication of program/project plan and SLA achievement. Supervises and directs the activities of multi-disciplined team staff to implement activities related to delivery, installation, integration, training and deployment of system. Ensures the integrity of Customer’s CRM database including details related to pipeline revenue opportunities, deployment assets, software releases, and support tickets. Manage post warranty maintenance and support quoting process.
• Maintains contact with customer regarding future direction and adopts new Services Business program, plan & direction to improve upon Tech Support, Professional Services, Training and System Turn-up, Commissioning and Acceptance areas.
• Interfaces to CCUR leadership to influence future Services product direction based on customer feedback.
• Strives to improve overall efficiency of operations and processes.

Education & Experience Requirements:

• PMP Certification required, CSM preferred.
• 3 years Program Manager experience in Video Content Delivery & Storage industry required.
• Bachelor's Degree in Business Administration, Computer Science, Computer Engineering or other technical field or equivalent work experience. Advanced Degrees and Additional Training are beneficial.
• 10 years’ experience leading Technical Projects (preferred), in which the candidate has interfaced directly with a range of project resources from executive stakeholders to engineers and data center technicians.