Job Description
Program Director
Posting Location: Remote, US
Req #: 2023-36777
Category: Account Management
Why Compucom? (Overview)
The Program Director will be directly responsible for one or more clients and will be accountable for the P&L, revenue growth, and services. The Program Director will manage a total revenue of $1-10+ million. This individual will also build, manage, and develop a high performing team of Service Delivery Managers. The ideal candidate would be a self-starter who programmatically drives commercial, operational, and customer relationship improvements.
This is a remote position that reports directly to the Sr. Director of Program Management.
What We Need & What You’ll Do (Responsibilities)
- Act as the client’s advocate inside of CompuCom and own the overall Profit & Loss (revenue through Margin), growth, and Gross Margin Dollars for client(s).
- Build trusted customer relationships based on mutual respect for the customer’s business and how CompuCom can support their business and IT objectives.
- Direct the day-to day operations of customer relationship team that is focused on providing customers with support, guidance, and knowledge resources to boost renewals and strive for zero churn.
- Responsible for Service Level Achievement (SLA) through onsite, Remote Services, and Shared Services and overall governance to include:
- Operational: monthly and quarterly
- Commercial Contact Governance (adherence and knowledge of the contract)
- Strategic: innovative road mapping
- Implement strategies and processes to deliver a consistent client experience from onboarding through all phases of the customer lifecycle while promoting retention; Client Satisfaction to be measured via Net Promoter Score (NPS) and operational Customer Satisfaction measures (CSAT).
- Lead the planning process for incremental growth alongside sales, product development, and other customer facing functions.
- Responsible for revenue forecasting in collaboration with delivery and program management based on actual sales volume, client information (such as new app releases and end-user additions), and forecasting trends (prior volume, seasonality, etc.) .
- Manage a team of service delivery managers to include providing leadership, addressing discipline issues, hiring and terminations, administrative duties, and training for continuous improvement.
- Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company
Who You Are (Qualifications)
- Bachelor’s Degree in Business Management, Computer Science, or related field.
- 5-10 years of related experience
- Prior management experience with strong leadership skills
- Excellent delivery skills in related IT/Product categories
- Strong strategic and tactical account management skills
- Effective communicator with strong attention to detail
- Ability to work independently as well as in a team environment
Preferred Qualifications
- Experience in sales accounts in related IT/Product categories