Our client is seeking a driven and highly motivated Program Manager to join their Major Accounts Team. The ideal

candidate will have a strong operational background with experience in delivering and optimizing programs and

solutions for their key accounts. Program Managers are accountable for all levels of contractual oversight, ensuring

operational excellence through compliance & continuous improvement initiatives that support improved client

relationships & value creation. You will work closely with the Major Account team & other cross functional teams,

applying unique strategies, to ensure necessary levels of governance are in place to address & mitigate client

business risks while creating opportunities to share perspectives & promote solutions that optimize our partnerships.

Key Responsibilities:

• Operate as the principal liaison with the client, managing and resolving matters pertaining to, but not

  limited to, Contractual and sourcing, Operations, Health, safety and environment, WO management,

  Service Level Agreements & Invoicing.

• Build and maintain strong, long-lasting, mutual beneficial customer relationships across the entire portfolio.

• Serve as the strategic lead for all activities within the account and seek to expand business opportunities by

  bringing knowledge, insights and relationships to enhance our value proposition.

• Develop tactical and long-term business planning through renewal phase and future tender phase(s).

• Support portfolio growth, expanding the company’s current offering to more locations, additional services /

  capabilities, innovation & value creation

• Develop a trusted advisor relationship with key stakeholders

• Generate quality Performance Scorecards and Trending Analysis. Provide oversight to ensure adherence to

  stated, providing feedback, and coaching & support nationally

• Forecast and track key account metrics including, but not limited to, growth, performance to SLAs, HS &

  financials, through high level trending and analytics identifying performance outliers and opportunities

• Engage internal teams to ensure the timely and successful delivery of our service

• Collaborate with internal teams on contractual and service delivery issues to ensure client needs are met

• Support Finance, AR & Billing to ensure adherence to client invoicing practices to avoid any delays or issues

  in payment including final review of consolidated invoices for contract services, monitoring of invoice aging

  & ad-hoc spend billing analysis'

• Manage all contract amendments and work with internal teams to implement prescribed changes

• Ownership of the client asset inventory database and PM schedule internally

• Prepare Quarterly Business Reviews with the client, presenting detailed analysis and trending of financials,

  work order management, and performance to SLAs & special projects

• Assist with high severity requests or issue escalations

• Participate / Lead client meetings

• Maintain integrity of the database & company systems including MOP’s, financial reports, opportunity

  reports, contract documents, equipment lists, maintenance schedules, ensuring regions have what they

  required to meet customer commitments and deliver Contract training to internal teams as required

• Acts as a full team member to provide critical support as needed to all phases of the sales, renewal and

  execution process, including administrative support as appropriate

• Oversee the handling of the Major Accounts Quotation activity. Ensure content consistently meet unique

  client quote submission requirements. generate monthly quote activity logs, following up on aged

  quotations with our customers and review rejected quotations to understand the customers needs so we

  can adjust our approach to secure the work

• Adhere to all company policies and procedures.

• Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable

  Health, Safety and Environmental company policies and government legislation/regulations.

• Adhere to the Company’s Quality System operating procedures.

• Perform other duties as assigned by Management.

Education and Experience

• Exceptional interpersonal skills

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the

• organization

• Excellent listening, negotiation, and presentation skills

• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues

  with tact, cooperation, and persistence while paying strict attention to detail

• Ability to prioritize work activities based upon customer / financial impact to desired business goals.

• Related account management experience, preferably within a service / sales or technical work environment

  preferred. Technical Experience would be considered a definite asset.

• Minimum of 3 years of experience in a client-facing role working with large and/or mid-market clients

• Internal advocate. Experience collaborating with cross functional teams to enhance customer experience

• Analytical skills and utilizing data to influence decision makers and quantify opportunities

• A track record of successfully leading and growing partnerships and building strong relationships with both

  internal and external teams

• Experience leading executive business reviews & delivering client-focused solutions based on customer

  needs

• Ability to interpret & translate goals into business plans, prioritizing initiatives that will drive value within

  the partnership

• Speed, resourcefulness, ownership, resiliency. Proactive, entrepreneurial spirit. Comfortable working in a

  fast-paced environment and navigating ambiguity.

• Coachability, interest & ability to implementing feedback, and a dedication to continuous improvement

• Proficient skills within: Advanced Microsoft Word, Excel, PPT.

• Demonstrated ability to perform work independently, solid organizational skills and attention to detail

• Strong time management skills and inner motivation are keys to this position.