National Account Program Manager Provide leadership for all aspects of operational account management responsibilities for a portfolio of National Account customers. This position will establish and maintain operational customer relationships and serve as the primary operational point of contact for key customers post-sale. The role involves coordinating with internal teams, subcontractors, and general contractors to plan and deliver installation projects while overseeing service ticket portfolios for National Account customers. Responsibilities may also include sales support and facilitating customer requests related to Monitoring, Billing, and Accounts Receivable. The position may manage a single large account or multiple accounts with a portfolio value ranging from XXXXXXXXXXXM to XXXXXXXXXXXM.The position works closely with National Account Managers, Field Delivery teams, Service, Engineering, Finance, Technical Solutions Group, Legal, Billing/AR, and other support groups.
Duties & Responsibilities:
Serve as the Operations Relationship Manager for assigned customers and act as the primary point of contact for customer communications, performance reporting, metrics, and issue resolution.
Assume operational responsibility for all installation projects and service ticket portfolios assigned to specific National Account customers.
Act as the escalation point for operational issues and coordinate resolutions through internal and external stakeholders.
Ensure successful delivery of projects within established targets and customer objectives.
Establish and maintain strong customer relationships and communication routines based on customer needs and company standards.
Attend customer meetings, deliver presentations, and represent the organization in all aspects of operational responsibility.
Advise project managers, functional managers, supervisors, and project team members regarding project execution and operational requirements.
May provide direct supervisory leadership when required.
Collaborate with Service and Field Delivery teams to ensure service performance aligns with standards and SLA requirements.
Manage and report key customer metrics including scorecards, installation project performance, service ticket performance, monitoring statistics, and SLA attainment.
Analyze account data to identify trends, issues, and improvement opportunities.
Collaborate with internal departments to optimize processes, delivery efficiency, and customer satisfaction.
Provide accurate forecasting information.
Develop and manage project documentation including project plans, statements of work, execution playbooks, scope documents, and charters.
Define and initiate projects while assigning and managing resources.
Review and manage contracts with General Contractors and Customers.
Set expectations with resource managers and team members regarding project allocation and performance.
Ensure Quality Assurance and Quality Control processes are established and followed.
Support other departments and business initiatives as needed.
