Program Manager

• 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
• 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
• Facilitate internal project kick-off meetings that include key participants from sales, engineering, programming, fabrication and installation
• 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
• Support deployment of regional project needs across multiple offices and engage with multiple resources
• Drive project results to satisfy customer requirements and obtain AVI-SPL Net Promoter Score goals

• 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

• Minimum 5 years of experience in AV technology or Enterprise Technology management.
• Formal education in Audio Visual, Construction, Technology or related field.

• Medical benefits, including vision and dental.
• Paid holidays, sick days, and personal days.
• Enjoyable and dynamic company culture.
• Training and professional development opportunities.

AVI-SPL