Enterprise Program Manager

 

 

Overview:

 

The Enterprise Program Manager is responsible for the day to day oversight and coordination of company resources for defined enterprise relationships, and for ensuring consistent superior customer experience. Acting as an enterprise client advocate and a liaison between sales, technical and operational personnel, the Enterprise Program Manager monitors compliance of our defined standards for communications, design, project management, delivery, quality assurance, training, managed services, billing and reporting. Additionally, the Enterprise Program Manager works closely with the Account Executive to expand Whitlock’s value proposition with enterprise accounts. 

Responsibilities:
 

  • Manage the day to day customer relationship through regular and effective communication through personal visits, video, audio and email to create a high level of customer satisfaction.

  • Help define and monitor adoption of Whitlock, GPA and customer standards related to all aspects of design, deployment, support and administration related to the customer portfolio of services.

  • Review project milestones or KPI measurements on a regular basis.

  • Be the liaison between the customer, Whitlock and the in-country teams, to escalate, coordinate, and resolve integration, operation or service performance issues.

  • Communicate with Whitlock & in-country teams, the customer requirements, culture and objectives to create a collaborative team environment.

  • Track growth, value and profitability goals for specific enterprise relationships.

  • Work with the Account team to define objectives, content and deliverables related to regular customer business reviews (QBRs, KPIs)

  • Work with the Account Manager to identify additional revenue and relationship opportunities.Assist with pre-sales and post-sales escalations of manufacturing partners in support of enterprise customers.Assist with pre-sales support between the Global teams and the domestic account team.

  • Ensure Global standards and requirements are being followed throughout the project lifecycle.

  • Identify and recommend changes to improve efficiency, profitability and enhance customer satisfaction.

  • Ensure that the in-country teams are following customer standards, process and documentation. Strong coordination with Whitlock Operations and Accounting to ensure seamless and centralized administration and billing support to meet the customer’s format and needs.

  • Strong coordination with Engineering/Systems Design and Technical Operations teams to provide on-time, on-budget, quality projects that meet customer expectations. Ensure consistent and timely electronic and paper project documentation and drawings are maintained and provided.

  • Coordinate technology adoption plan and enhanced training deliverables.

  • Publish and maintain an active list of proposals, projects and any open deliverables or issues for enterprise customers.

  • Perform any task assigned by the immediate supervisor or Senior Management. Where applicable, encourages, runs and enforces the Enterprise Delivery Model for the account team, the customer, with other in-country teams and global projects. 

 

 

The (Preferred) Pre-Requisites:
 

  • Bachelor’s Degree preferred

  • Specialized training & certifications in Project Management.

  • 3 years of project management experience in audiovisual, unified communications, IT or closely related technology fields.

  • 5 years of overall experience in leadership, site supervision, managing technical resources and technology roll-outs.

  • PMI Certification (PMP) required

  • InfoComm CTS certification a preferred.

  • Audiovisual and unified communications manufacturer experience, training and certifications a plus.

  • Excellent communication skills (face to face, written and verbal).

  • Strong English speaking, reading and writing ability

  • Strong presentation skills including being able to develop and present QBRs to high-level customer executives and directors. Excellent computer skills, including but not limited to, MS Office suite of products (Outlook, PowerPoint, SharePoint, Project, Word, Excel).

  • Specific aptitude with Microsoft Project and SharePoint.

  • Experience with Enterprise software and tools related to Project Management and resource scheduling and tracking.

  • Strong organizational skills and the ability to multi-task including the ability to work across national and global organizations and various levels of personnel to effectively communicate and manage deployment schedules.

  • Ability to work through cultural differences

  • Team player.

  • Self-sufficient, self-motivated, organized, reliable and punctual.

  • Self-starter with ability to maximize efforts daily, without daily supervision.

  • Professional demeanour and good people skills including the ability to interact well with customers, office personnel, field technicians, engineers, sales, vendors, management, etc.

  • Excellent work ethic and dedication to schedule commitments.

  • Professional business casual attire at all times.

  • Flexible working hours

 

Come join us, we will prepare you for the success you yearn for in your career.

 

ESCO Pte. Ltd. (CO.REG. No.198902778C)

6 Harper Road, #06-08, Leong Huat Building, Singapore 369674

Tel: +65 6744 3100

Fax: +65 6745 2898

Customer Service: +65 6743 3343

Email: esco@esco.com.sg

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