Customer Program Manager, DAA

Vecima is searching for a Program Manager (PM) to support a major Customer account in rolling out key technology platforms, such as DAA. In this role, the PM will oversee the ongoing Support & Services of a designated account. These responsibilities include:

• Serving as the primary customer liaison; working with cross-functional teams to meet the customer needs.
• Assisting with pre-sale activities to maintain and expand the customer base.
• Project managing the installation, integration, and deployment of Vecima’s Video and Broadband Solutions.
• Managing the Customer’s Maintenance & Support agreements.
• Coordinating change requests between customer, Product Management, Support and R&D.

The ideal candidate is a self-starter who enjoys working in a fast-paced environment. This person should demonstrate the ability to develop and maintain strong relationships with key customer personnel, serving as the customer’s primary advocate and service-related communication point within Vecima.

Position Summary:

The Program Manager is responsible for ensuring customers are satisfied with the products and services Vecima delivers, while also working within customer accounts to meet strategic company objectives. Excellent interpersonal and communication skills are required to lead project status calls, manage customer expectations, convey project requirements to cross-functional team members, and elevate issues to management when required. Program Managers are also responsible for mitigating project risks and proactively advising the company on issues that could negatively affect customer satisfaction.

Candidates must have demonstrated experience in managing complex, large scale deployments of technical solutions.

Duties to include (but not limited to):

• Actively engages with Customer Account Team to understand customer needs, strategy, and direction of sales.
• Proactively engages with the customer to build relationship and gain knowledge of upcoming direction. Serves as customer escalation point to address critical field issue resolution including management of resolution efforts, resources, communication with the sales team and customer, and recommendation with focus on restoring customer’s system integrity and confidence in Vecima’s ability to provide industry leading support.
• Leads team in analysis of customer service requirements and the proposal of existing/new services and services models. Drives efforts intended to provide optimal customer platform performance/efficiency maintaining minimal downtime. Focused on overall improvement in customer experience.
• Maintains contact with customer regarding future direction and adopts new Services Business program, plan & direction to improve upon Product, Tech Support, Professional Services, Training and System Turn-up, Commissioning and Acceptance areas.
• Manages and directs all phases of a service and project delivery from inception to completion including development, coordination, communication of program/project plan, and Scope of work (SOW).
• Manages and facilitates the transition of projects from the pre-sales phase. Directs all phases of a customer contracted project in accordance with the (SOW) with primary focus on implementation, coordination, and communication of program/project plan and SLA achievement. Supervises and directs the activities of multi-disciplined team staff to implement activities related to delivery, installation, integration, training and deployment of system. Ensures the integrity of Customer’s CRM database including details related to pipeline revenue opportunities, deployment assets, software releases, and support tickets.
  
  Manage post warranty maintenance and support quoting process.
• Serve as a consultant to the sales team and sales engineers…