National Accounts Program Manager

Company Overview

At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth.

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Provide leadership for all aspects of Operational account management responsibilities for a portfolio of National Account customers. This position will establish appropriate operational customer relationships and be the primary point of Operational contact with our largest key customers post-sales, effectively managing the customer touchpoints within our organization. Work with our Field Organization, other internal departments, sub-contractors, General Contractors, etc. for planning and delivering Installation projects and overseeing the Service Ticket portfolios for our National Accounts customers.

Responsibilities can also include sales support and facilitating customer requests/issues related to Monitoring, Billing, and A/R. May have responsibility for a single large account or multiple accounts. General dollar volume range of the portfolio of accounts is in the $5M - $12M range. This position will work closely with other departments such as NAM’s, the Field delivery organization, Service, Engineering, Finance, Technical Solutions Group, Legal, Billing/AR, and other support groups.

• Will assume the role of the “Operations Relationship Manager” with assigned customer(s) and be the focal point for Customer communications of performance, metrics, issues, and other account items.
• Individual is ultimately operationally responsible for delivery of all installation projects and the service ticket portfolio for a Specific Customer(s) assigned within the National Accounts customer portfolio and facilitation of customer requests/issues related to Monitoring, Billing, A/R.
• Serves as the escalation point for operational issues with each account as they may arise and facilitate resolutions through various internal or external groups. Prepare formal correspondence in response to customer’s questions or concerns.
• Responsible for delivery within established targets and achievement of account and customer objectives.
• Establish relationships with appropriate Customer contacts. Develop and maintain communication rhythms with each customer based on their needs as well as our standard reporting and communication processes.
• Will attend customer meetings, developing and performing presentations and representing Everon all aspects of his/her area of responsibility.
• Acts as an advisor to project managers, functional managers, supervisors, and project team members regarding projects, tasks, and operations. Adheres to master program plans and schedules, analyzes issues and develops solutions, and directs the work of internal and external resources assigned to program.
• May have direct supervisory responsibility.
• Work closely with Service and the Field delivery organization to ensure Service Ticket performance is in line with standards and SLA’s.
• Manage and deliver key Customer/account metrics including items such as the Quarterly Scorecard Review, Metrics surrounding Install projects and Service Ticket performance, Monitoring statistics, SLA attainment, etc.
• Review and analyze account data to identify issues/trends and identify opportunities for improvements. Plan and implement improvement opportunities for accounts.
• Collaborate with other groups to align on operating interactions and processes, optimize delivery efficiency, and customer satisfaction.
• Provide accurate forecasting information.
• Develop appropriate planning documents including project plans, scope documents, SOW’s, charters, Execution Playbooks, etc. Review requirements to determine scope, effort, schedule, time frame, funding requirements, staffing requirements, allotment of available resources to various phases of the projects, and…