Program Manager – Customer Success Advocate

Telecommunications / Federal Contracts

Work from Home (Maryland/DC area preferred)

Active Secret Clearance Required (Top Secret preferred)

@Orchard LLC has been retained by one of the most important technology companies you’ve never heard of. They are responsible for the underlying networks supporting many of the innovations that wow us (driverless cars), and those we now take for granted (the ability to mobile-stream your favorite show), as well as critical infrastructure that keeps us safe and serves critical missions. For more than 25 years, our client has been the global leader in networking strategy, and their technology has been part of the critical infrastructure running within the most advanced companies and government institutions in the world.

Our client is seeking an experienced Program Manager (PM) with an emphasis on playing the role of Customer Success Advocate, across multiple engagements supporting Federal Government client. The role focuses upon program coordination and relationship building with major telecommunications customers in complex, mission-critical operations involving high-speed data communications product deployment and service management.  As the PM, you will work directly with customers facilitating communication and translating operational requirements for the complete life cycle of the operation from pre-contract to ongoing network support into structured executable tasks, milestones, deliverables, and processes. It is critical for the PM to facilitate communications between customer operational groups and our client’s teams to meet customers’ needs. Furthermore, the PM will build and maintain long-term strategic relationships, support new business activities, and proposal efforts. 

As the Program Manager your work will focus on the following:

Customer Satisfaction:

• Identify, scope, access, and manage all risks associated with service contracts and/or service issues.
• Manage customer relationships at the appropriate operational/procurement level to ensure the customer’s objectives are met.
• Ensure effective communications between our client and the customer to resolve all issues.
• Coordinate issue resolution, escalate effectively when necessary by identifying issue severity.
• Develop effective relationships with key members of the customer’s team to ensure that objectives are aligned and jointly driven.

Driving Revenue:

• Track, manage and report on revenue, costs, and margins.
• Work with account teams to ensure contract renewals.
• Proactively identify and drive opportunities for service sales and improvement.
• Work with account teams to identify new business opportunities and deliver quotes to the customer.

Program/Project Management:

• Document and communicate customer needs, project status, situations, and resolutions.
• Conduct formal initiation of new programs and projects to ensure all relevant stakeholders within the client team and the customer understand and take ownership for the deliverables required by the agreed commercial terms.
• Develop and orchestrate carefully design action plans to successfully complete projects.
• Work with functional groups and Services Project Managers to develop fieldwork packages for new network builds or upgrades.
• Facilitate frequent meetings and conference calls between relevant customer operational groups and corporate groups.
• Coordinate and track field activity through the implementation of the work package. (Field deployment may utilize direct or subcontract labor.)
• Act as a clearinghouse for all aspects of customer requirements and operational contacts.
• Assures all parties are in close communication regarding project status and milestones.
• Responds to emergencies via telephone or in-person and gets proper resources assigned to problems.
• Close projects to satisfactorily meet customer deliverables and client fiscal requirements.
• Actively track program/project revenue streams and contribute to the ongoing development of new revenue opportunities, both product and services.
• Develop and track metrics related to our product and service performance both internally and with customers.
• Lead review of lessons learned to foster a culture for continual improvement.

Accountable for:

• Continuous customer relationship management.
• Customer advocacy into our client’s organization.
• End-to-end process management (product and services).
• Manage the service delivery life cycle.
• Metrics reporting (from delivery groups) & action planning.
• Executive escalation management.
• Contract renewals and entitlements.
• Delivery of services, revenues, margin, profitability.
• Growing services revenues.

As the Program Manager your background will include:

• Minimum 5 years of industry experience or equivalent in the areas of program management, project management, service deployment, or customer service.
• BS or equivalent in engineering, computer science, business, or related fields or relevant work experience; Master’s degree a plus.
• Demonstrated experience in telephony, high-speed data communications, or network deployment;
• PMP Certification a plus.
• Able to be cleared to work on Secret and Top Secret government projects.
• Active Secret clearance required, Top Secret preferred

If you match the requirements for this opportunity and believe you have the experience and talent to be a success in the role, we need to hear from you!

Established in 2010, @Orchard LLC, also known as, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery. To learn more about our other exciting opportunities, visit our Jobs Page at www.atOrchard.com.