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information, please see:
https://illinoisjoblink.illinois.gov/jobs/11878549 Description
WHO WE ARE
AVI-SPL is a digital enablement solutions provider who transforms how
people and technology connect to elevateexperiences,create new value,
and enableorganizations to thrive and grow. We are the largest provider
of collaboration technology solutions, which include our award-winning
managed services.
Our highly certified industry experts and innovation leaders share a
vision to help people work smarter and live better. We believe that
success starts with a sound team and that an inclusive and diverse
workplace moves us all forward.
WHAT YOU\'LL DO
As a Program Manager, you will be responsible for coordination and
communication between key client and internal AVI-SPL stakeholders for
large client program/portfolio accounts to ensure the highest level of
customer satisfaction attainment. This role is strategic in nature but
will also lead tactical efforts within the account(s) by providing
oversight, leadership and direction to ensure essential roles are
properly staffed and KPI metrics are achieved.
Day-To-Day Responsibilities:
- Develop and maintain customer relationships with key decision makers
and other influencers necessary to properly manage all aspects of
the account
- Direct liaison with the customer as the primary owner of all
communications related to project deployments, service level
agreements, risks and escalations as necessary
- Manage and drive financial accountability throughout the various
aspects of the account and ensure additional KPI metrics are
achieved as necessary
- Drive the highest level of customer satisfaction attainment by
leveraging best practices and necessary resources aligned to the
customer strategy
- Conduct lessons learned meetings on an as needed basis with internal
AVI-SPL stakeholders to drive corrective measures to retain the
highest level of client satisfaction
- Host regular meeting cadence with necessary internal AVI-SPL
stakeholders to ensure alignment with customer needs and strategy
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- Host at minimum quarterly business reviews with key customer
contacts and internal AVI-SPL stakeholders to review all aspects of
the account and ensure we are meeting/exceeding expectations
- Develop and maintain account specific playbook consisting of
standard operating procedures to ensure alignment with internal
AVI-SPL stakeholders for consistency in delivery model
- Assist the customer in managing and monitoring standards with design
and deployment to promote innovation, quality and consistency of
experience
- Provide leadership to ensure that the business outcomes, user
experience and ongoing user adoption is consistently attained
throughout the client organization
- Lead team meetings with individual project managers to provide
guidance and assemble project updates
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- Facilitate internal project kick-off meetings that include key
participants from sales, engineering, programming, fabrication and
installation
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- Create and manage project schedules and coordinate/verify
appropriate resource scheduling for all required project tasks where
applicable
- Provide direct interaction with service management to ensure smooth
transition from project completion to service ownership
- Assist in the process of recruiting, interviewing, hiring, training
& staffing key roles that will be engaged directly with the account
- Serve as administrator for meetings, documentation, resources and
contacts while acting as an escalation point for any customer
concerns
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- Support deployment of regional proj ct needs across multiple offices
and engage with multiple resources
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- Drive project results to satisfy customer requirements and obtain
AVI-SPL Net Promoter Score goals
WHAT WE\'RE LOOKING FOR
Must-Haves:
Demonstrated experience working with multiple accounts/program
deployments
Demonstrated Project/Program Management or leadership role (direct or
indirect)
Valid and current Project Management Professional (PMP) / PRINCE2
Practitioner certification
Ability to lead and contribute individually, as well as work
productively within a team and across functional disciplines
Strong communication skills, both written and oral - along with
professional, interpersonal and relationship building skills
Strong business acumen and ability to interface credibly at all internal
and external organization levels
Strong ability to multi-task, prioritize, manage time and work in a
self-directed manner
Demonstrate leadership and management skills in a team-oriented,
collaborative environment
Exceptional strategic thinking and structured problem-solving skills
Technical aptitude and ability to be a self-driven learner with credible
understanding of Audio/Visual, Collaboration and Meeting space
technologies overall
Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft
Project and Adobe Acrobat