Global Program Manager

Job ResponsibilitiesThe Global Program Manager is responsible for account and operational strategy for key strategic Welocalize clients with a book of business in the range of $10-20M. It blends account management and operational leadership for unified oversight to complex programs.Account ManagementDeveloping and sustaining a long-term strategic customer relationshipLeveraging subject matter expertise and service capabilities to create value-based solutionsServing as a customer advocate for internal and external stakeholdersDriving growth and lifetime value through the Strategic Account Management FrameworkOperational LeadershipDeveloping operational strategyActive leadership of multiple squadsExecution of operational strategy for an enterprise portfolioGlobal Program Manager OverviewFollowing the Agile Framework the Global Program Manager will create high performance service delivery teams with performance aligned and measured to assigned Objectives and Key Results (OKRs). This individual will optimize team performance and provide coaching and mentoring to Squad Leadership with the specific goal of increasing proficiency in all required competencies to meet and exceed the financial performance targets of their portfolio.Account Management ResponsibilitiesDevelop maintain & grow business relationships with existing clientsResponsible for developing and executing long term strategic account plan(s) acting as the client advocate to ensure alignment with customers goals objectives and long-term strategyEvaluate changes in the marketplace product and service offerings buying processes and competitors for purposes of defining and adjusting the assigned account strategies and specific objectivesManage opportunities cross solutions and pipelines. Analyze the account potential i.e. booking / project activity service mix purchased use of additional services and other qualifiers. Track opportunities in Salesforce for centralized tracking and reportingDevelop and maintain a rolling 12-month bookings forecast in SFDCAchieve existing and add-on bookings quota for assigned customers / squadsManage contract (re)negotiation (MSAs SOWs etc.); ensure contracts are in place stored centrally and flag when renewals are approachingEngage with the team to manage overdue collections and address DSOOperational ResponsibilitiesCustomer satisfaction and achieving customer growth and financial targetsTeam (employee) satisfaction and achieving team attrition targetsAchieve all assigned Objectives & Key Results (OKRs) and contributing cross functionally to other corporate OKRsUtilize business intelligence to monitor squad group and squad team performance and direct squad leaders to improve performance with regular cadenceProvide team leadership working closely with Squad Group Leaders and Squad Leaders on specific implementations to achieve customer strategyImplement measurable operational efficiencies to correct or improve revenue performance and cost targetsExpertise in operational reporting requirements. Mentor and train teams on performance management and BI adoptionTeam ManagementChampion Change Management initiatives to ensure a culture of continuous improvement is embedded into the Squad Groups across the organizationSponsor ESAT improvement plans driving greater engagementMotivate team members while supporting their growth and development through active engagement with the Career Framework & Organization ModelDrive the adoption of existing and new production tools (e.g. Relay PBI WD) and implement adoption monitoring mechanismsSupervision mentoring and coaching of Squad Groups Leaders on Agile (including internal and external direct and indirect reports)QualificationsAccount ManagementProven track record of delivering customer value by the understanding and mapping of customer business strategies and objectives to the design and delivery of optimal solutionsVast client relationship management experience including demonstrated dedication at senior and C-level customer sponsorsDemonstrate success in achieving or exceeding bookings quota in similar role(s)Proven ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level; excellent interpersonal written and verbal communication skillsArticulate how globalization services enable customers to achieve their desired business objectives (e.g. enabling global product sales brand protection compliance)Experience and skill in participating in new and existing client sales cycles including presentations analysis recommendations and relationship developmentOperationalProven track record of creating and leading a high growth professional services organizationExtensive delivery experienceDemonstrated people management and leadership experience; track record of strong collaboration skills working effectively in a matrixed organization to deliver customer solutions and business resultsP&L management experience; demonstrated P&L accountabilityOther Relevant SkillsExcellent communication skills with the ability to influenceAnalytical skills with strong attention to detailStrong negotiation skillsAbility to effectively present information to top managementAbility to consider multiple perspectives to devise the most suitable customer personnel and business strategiesStrong sense of ownership of the designated client accounts(s)Ability to think creativelyAbility to manage multiple priorities in a fast-paced time-sensitive and deadline-driven work environmentAbility to manage large diverse remote teamsPositive attitude in the face of adversity or changeKey Competencies Required for this RoleAccount ManagementCLIENT CENTRIC : hyper focused on client experienceRELATIONSHIP ORIENTED : high emotional quotient able to read audience and tailor communication style; develop an open and trusting environment internally and externallyGROWTH & RESULTS ORIENTED : determined toward action and achieving goalsCOMMUNICATIVE : ability to listen capture client requirements and articulate a solutionCONFIDENT : in self and ability to navigate a myriad of situations comfortable leading and challenging customersPASSIONATE : demonstrate that we care and act as a brand ambassadorINQUISITIVE : appetite to explore internally and externally how we can delight our customersRESILIENT : to rapidly pivot difficulties that may arise and reframe them into opportunitiesKNOWLEDGEABLE : industry awareness customer intimacy and strong grounding of service offering capabilitiesOperationalIs a strong Listener ; encourages Empowerment of the team.; effectively Manages Escalation from their team in times when standard operating procedures are not able to address customer dissatisfactionPossesses excellent Negotiation Skills Situational Awareness and Emotional IntelligenceUnderstands the importance of OKRs to Drive Performance and is Results OrientatedCan establish & Develop Processes and procedures to improve Operational EfficiencyRegularly exhibits Empathetic Leadership Skills and has a passion for Mentoring & Coaching of team membersDevelops excellent Followership across the company through Sphere of InfluenceAdditional Job DetailsRequired Experience : ManagerKey SkillsProject Management MethodologyProject / Program ManagementProgram ManagementManagement ExperienceMicrosoft PowerpointProject ManagementMicrosoft ProjectBudgetingDoD ExperienceLeadership ExperienceSupervising ExperienceContractsEmployment Type: Full-TimeExperience: yearsVacancy: 1#J-18808-Ljbffr