National Accounts Install Program Manager

Everon Ltd - Irving, TX

Full-time - Mid Level

Irving, TX

51-100 employees

Professional, Scientific, and Technical Services

About the position

The National Accounts Install Program Manager at Everon is responsible for leading operational account management for a portfolio of National Account customers. This role involves establishing strong operational relationships with key customers, managing installation projects, overseeing service ticket portfolios, and facilitating customer requests related to monitoring, billing, and accounts receivable. The position requires collaboration with various internal departments and external partners to ensure successful project delivery and customer satisfaction.

Responsibilities

• Assume the role of the Operations Relationship Manager for assigned customers, serving as the focal point for communications regarding performance, metrics, and issues.
• Be operationally responsible for the delivery of installation projects and service ticket portfolios for assigned National Accounts customers.
• Serve as the escalation point for operational issues and facilitate resolutions through internal or external groups.
• Prepare formal correspondence in response to customer inquiries or concerns.
• Ensure delivery within established targets and achievement of account objectives.
• Establish relationships with appropriate customer contacts and maintain communication rhythms based on their needs.
• Attend customer meetings, develop presentations, and represent the organization in all aspects of responsibility.
• Advise project managers and team members regarding projects, tasks, and operations.
• Adhere to master program plans and schedules, analyze issues, and develop solutions.
• Work closely with Service and Field delivery organizations to ensure service ticket performance meets standards and SLAs.
• Manage and deliver key customer metrics, including quarterly scorecard reviews and service ticket performance metrics.
• Review and analyze account data to identify issues and opportunities for improvement.
• Collaborate with other groups to optimize delivery efficiency and customer satisfaction.
• Provide accurate forecasting information and develop planning documents such as project plans and scope documents.
• Review requirements to determine project scope, effort, schedule, and resource allocation.
• Define and initiate projects, establishing resources to manage them effectively.
• Review and manage contracts with General Contractors or Customers.
• Set and manage expectations with resource managers and team members regarding project allocation and performance expectations.
• Ensure effective Quality Assurance/Quality Control mechanisms are in place and adhered to.

Requirements

• Bachelor's degree preferred with 5+ years experience in the alarm industry.
• 5+ years of demonstrated project management experience.
• 2+ years of customer relationship management experience.
• Advanced electronic security industry knowledge.
• Construction experience preferred.
• CSPM or PMP certification preferred.

Nice-to-haves

• Advanced domain knowledge/expertise in the commercial security industry.
• Strong knowledge of sales, installation, service, billing, and monitoring systems.
• Technical understanding of the electronic security industry.
• Strong organization and matrix management skills.
• Coaching, mentoring, and staff development skills.
• Intermediate MS Office and Project skills.

Benefits

• Career advancement opportunities
• Comprehensive portfolio of solutions and services
• Supportive work environment