Program Manager

Maintains strategic oversight of all program elements across a cross-regional or national portfolio of assigned accounts with annual revenue between $850k – $2M. Responsible for oversight of the Sales/TCO Process, Implementation Process, and Program Management Process. Builds strong relationships with key decision makers at each assigned account to ensure customer satisfaction and profitability.
Responsibilities

Program Management:

Directly manage assigned resources relative to the full spectrum of the Sales/TCO, Implementation, and Program Management Processes at each assigned account.
Change Management:

Support Change Management requirements at each assigned account by advising on leveraging Change Management expertise, available metrics, and Canon account team insight to implement activities designed to optimize program performance within targeted groups.
Program Metrics Optimization:

Work with assigned managers and business unit leaders to leverage program metrics and other resources to develop and institute activities aimed at optimizing program performance and cost savings achievement.
Relationship Management:

Develop and manage relationships with daily and senior level administrators at each assigned account, resolve complaints escalated by the Program Administrator or other end users, and ensure all Canon products are represented in opportunities of interest.
Client Communication:

Maintain regular contact with key client contacts at each account, ensuring effective relationships are in place and managed with third‑party suppliers/vendors, monitoring performance against KPIs, SLAs, and customer expectations, and implementing corrective actions as required.
Customer Satisfaction & Profitability:

Ensure compliance with established standards and policies for operations while driving the management and development of site human resources.
Business Development:

Collaborate with Sales and Strategy to form proposals for business expansion within existing clients, support the Strategy Team with operational analysis, recommendations, and effective portfolio management to meet business expansion goals, and lead operational involvement in the sales process for new business generation.
People Management:

Oversee the annual performance management process for direct reports, conduct annual performance reviews, provide training and mentorship, facilitate two‑way communication, coach and develop direct reports, recruit and select key roles, contribute to succession planning, implement management by objectives, and manage all HR matters effectively and consistently.
Continuous Improvement:

Foster a culture of continuous improvement, implement the customer relations plan, maintain operation compliance and standards, facilitate sharing of standard practices, and coordinate resources to support on‑site operations.
Financial Management:

Accountable for the financial performance of accounts against budget, ensure structured profit enhancement plans, develop and analyze monthly performance progress reports, manage forecasting, participate in developing productivity and performance measurements, ensure contract compliance, and maintain effective and timely billing and invoicing processes.
Qualifications

Bachelor’s degree in a relevant field or equivalent experience.
7 years of related experience and management experience.
Operational and financial knowledge, experience as a Program Manager in a Technology or Professional Services Environment.
Leadership ability, strong interpersonal and communication skills, problem‑solving and analytical skills.
Significant experience in a customer‑service oriented environment.
Experience interfacing with senior level customer contacts.
Position requires up to 40% overnight travel (valid driver’s license and acceptable driving record required).
Base salary range: $77,180.00 – $105,980.00 per year.
Benefits: Competitive compensation and benefits package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and more.
Legal: You must be legally authorized to work in the United States. The company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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