The Program Owner “owns” the pivotal role of developing and managing strategic client partnerships and the management of onsite supervisors ensuring SLA’s and KPI’s are met.
The successful candidate would be our clients’ subject matter expert on customer services and promote established ideas and business solutions to support our clients. The Program Owner will be soley responsbile for all aspects and performance of the program.
- On-site and remote, direct client interaction including training, meetings, calibration calls, gatherings, workshops, and seminars
- Develop thorough knowledge of client’s products and services
- Analyse data to identify and forecast client trending in conjunction with management team
- Create realistic and actionable items for client
- Deliver business solution recommendations to client through effective use of internal data such as tasks and high level KPI reports
- Create reference material to communicate product specials, promotions, changes, etc. for Customer Solutions Specialists
- Develop client monthly recaps and quarterly business reviews
- Participate in client monitoring sessions and call calibrations
- Compile and deliver affiliate data for initial account set up and forecasting
- Work within Operations to deliver what is required by the client
- Demonstrate energy, empathy, and problem solving skills while delivering outstanding service to our clients
- Experience in a client management facing role- essential requirement
- Experience in managing others – essential requirement
- Ability to motivate and lead team in an ever-changing business
- Ability to work in a fast paced environment
- Responsive with the ability to deliver results on time & in a professional manner
- Strong interpersonal skills
- Effective written and verbal communications skills
- Able to handle confidential information
- Self-motivated strategic thinker, who is able to react and adapt as per the clients circumstances
- Upbeat and flexible demeanor, combined with a high energy level
We offer a comprehensive benefits package and free parking. Light travel may be required between Hunt Valley and downtown Baltimore.