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Program Manager in 10205 E 61st St. Tulsa, OK 74133 at SageNet

Date Posted: 2/4/2018

Job Snapshot

Job Description

Summary:

The Program Manager, is responsible for post-sales customer relationship management. They are also the primary point of contact for all activity during the contract life of the customer, owning all contractual deliverables, and is ultimately responsible for the implementation, lifecycle management, and profitability of the customer contract. The Program Manager is the advocate for the customer within SageNet, interfacing with all aspects of the company that service the contract and the customer (sales, service delivery, network engineering, solution engineering, finance, billing, legal, IT/IS, etc.)

 

Responsibilities:

  • Serves as single-point-of-contact to the customer for all aspects of client services
  • Leads and manages the implementation of multiple enterprise customers at once
  • Leads new contract kickoff meetings and manages the customer’s onboarding process with internal stakeholders and systems (Finance, Legal, Operations, Engineering, etc.)
  • Assures the standard onboarding process and documentation requirements are followed
  • Updates Knowledge Base with required documentation
  • Manages customer escalations for engineering, operations, and finance (billing) customer issues
  • Initiates/assists in process improvement of internal work flow, to better serve our customers and our internal customer support systems
  • Works with the Sales team to drive additional products and services into the account
  • Manages weekly status calls with customers and maintains an open action list for all active customers
  • Manages monthly/quarterly business operations reviews with customers
  • Understands the scope of assigned projects as defined by the contract and business requirements
  • Develops key goals, objectives, and success criteria for the program
  • Works to identify and obtain participation from required cross-functional matrix team members
  • Generates the project plan with key milestones, and acts as a guide for the core matrix team from initiation through execution and completion
  • Tracks and manages the program schedule and task details included in the program plan
  • Communicates updates on major milestones and keeps all stakeholders informed of progress and issues
  • Other duties and responsibilities as assigned

Job Requirements

Requirements:

  • Bachelor’s Degree or 10+ years of related work experience
  • Must be able to work nights and weekends, variable schedule(s) as necessary
  • Some travel required
  • Proficiency with MS Project, Visio, PowerPoint, Word, and Excel

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