Overall Job Summary:
The Program Director is directly responsible for one or more clients and accountable for the P&L, revenue growth and services. This individual will also build, manage and develop a high performing team of Service Delivery Managers.
Key Roles & Responsibilities at the Client Level:
Overall own the client(s) for P&L (revenue through EBITDA), Growth and GM $
Client Satisfaction measured via Net Promoter Score (NPS)
Service Level Achievement (SLA) through onsite, Remote Services, and Shared Services
Operational –monthly & quarterly
Commercial - Contract governance, meaning adherence and knowledge of the contract
Strategic – innovation road mapping
Renewals / Zero Churn
Invoicing, revenue collection and DS
Prepare account plans and targets for incremental growth through projects, adjacency, and accretive opportunities (and acquire help from Sales when required)
Volumes to Revenue forecasting for existing clients:
Starts with Delivery provides Program Management actual volumes and how they see forecasting trends based on prior volumes, seasonality, etc.
Program Management inserts any info gathered from the client like new app releases, end-user adds/takeouts, etc. Program Management feeds this back to Delivery.
Revenue forecasting starts with Program Management. Program Management forecasts revenue based on volume data and provides Delivery the information
Manage a team of direct reports, along with matrix relationships specific to role. Gives input to senior management on performance of assigned staff
Provides leadership to associates and manages any personnel or discipline issues that may arise.
Controls hiring and terminations as needed. Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc.
Provides training, coaching, and counseling to subordinates for continuous improvement
Qualifications and Skills:
BA/BS in Business Management/Computer Science
7-10 years of comparable experience
Excellent sales, account & delivery skills with relevant IT/Product categories
Strong strategic and tactical account management skills
Strong initiative, leadership skills and work ethic
Strong attention to detail
Ability to work independently and multi-task in a team-oriented environment
Operational Efficiency-Consistently review, identify and implement changes that maintain our commitment to be both operationally and financially efficient.
Budget Controls-Managing a significant piece of the overall expenditures the function spends to promote CompuCom and the products it sells.
Creative Business Development-Develop unique ways to grow the business with your customer and provide solutions to financial, economic or environmental challenges.
Business Planning/Project Management-Develop and manage complex business plans, while executing against specific financial and SLA targets.
Industry Acumen-Engage your customer, as well as the broader industry, to identify and utilize solutions with the focus on generating and/or retaining business.
Strong Customer Relationships-Manage all aspects of the customer relationship, whether directly or indirectly, while promoting the CompuCom brand and its strategy.
In-Depth Product/Brand Knowledge-Develop an intimate knowledge of your customers brand(s), values, position, opportunities and corporate personality and align it with CompuCom’s value proposition.
Performance Indicators for Retaining Customers:
Renewals – Zero churn and 100% contract renewals
Net Promoter Score – How satisfied customers are with your product or service
Accretive revenue growth
Performance Indicators for Strengthening Relationships:
Ability to lead innovation and design workshops
Referrals - Number of new customers gained via referrals
Outreach Engagement - The number of times a customer responds to account management outreach, such as calls and emails.
Performance Indicators for Growing Revenue:
Customer Upsell Revenue - Revenue obtained via upselling
Customer Cross Sell Revenue – Revenue obtained via cross-selling
Contract Extension Revenue - Revenue gained from contract extensions
Demonstrate the highest degree and respect and integrity in all aspects of the role.
Bring sincere enthusiasm to the leadership role, and drive that enthusiasm down through the team and across to other business units within CompuCom Systems
Deliver thoughtful and well development communication strategies; both internally and externally
Demonstrate a high degree of decisiveness, while maintaining a level of due diligence behind every key strategic decision.
Empower those around you, while providing the necessary tools, training and development opportunities, to build a high performing team