Role: Integration Program Manager
Location: New, NY; Whippany, NJ; Cary, NC
Contract: Permanent, Full Time
Hours: 40 hours per week
Salary: $125,000 - $150,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K
Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.
The Integration Program Manager serves as the primary owner and contact for the assigned client and is responsible for client satisfaction in regards to Integration Projects. This position is expected to consistently provide excellent customer service, as well as represent client needs and goals within the organization to ensure quality. In addition, the Program Manager will build relationships with clients and their vendors to encourage new and repeat business opportunities as well as develop internal relationships. The program manager is responsible for the Profit and Loss on their individually assigned projects in order to ensure that the account reaches the desired level of profitability within Kinly. The program manager will have responsibility for governance as well as overall accountability for all projects with the client related to their Life Cycle Refresh (LCR) Project. These projects include any handled directly by Kinly or by 3rd Party Integrator and require full oversight and project governance. The Program Manager will partner with Kinly’s Account Executive & Operations Director to understand client drivers and initiatives to develop a strategic plan that furthers the relationship between Kinly and the client.
Key Responsibilities:
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal parties with regard to concerns or issues and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support clients. This position must regularly communicate answers to complex questions and respond to detailed inquiries about client issues or concerns. This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedures.
Customer Advocate.
Drive service initiatives and continuous improvement.
Maintain governance of the assigned account including, but not limited to;
Understand contract deliverables and ensure adherence to the contract.
Schedule manage and present governance meetings.
Quarterly assessment of assigned account focusing on profit and loss, Operational success and customer satisfaction issues.
Monthly report of growth opportunities within the current account.
Monthly SLA and services reporting.
Work with Finance to validate all invoices for services under scope.
Act as single point of contact for assigned account.
Responsible for interaction with Yorktel Sales and Operations departments to ensure the successful execution of all projects to customer satisfaction.
Establishes productive, professional relationships with key personnel in assigned customer accounts.
Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
Meets assigned targets for profit and strategic objectives in assigned accounts.
In partnership with the account manager, leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
Proactively assesses, clarifies, and validates customer needs on an on-going basis.
Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
Meets assigned expectations for profitability.
Achieves strategic customer objectives defined by company management.
In conjunction with the Account Manager, completes strategic customer account plans that meet company standards.
Maintains high customer satisfaction ratings that meet company standards.
Accountable for client (both internal and external) satisfaction; maintain/builds effective working relationships.
Works cross-functionally to solve Department problems and implement process changes.
Analyzes decisions and actions for their support of the larger area's strategic direction.
Works with senior management to resolve more complex problems.
Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in for desired objectives.
Uses knowledge of general financial and accounting principles to understand and communicate how decisions affect bottom line of the company.
Other duties as assigned.
Leadership and Supervisory Responsibilities:
This position will have the ability to direct a team of managers and employees providing direction, coaching, and feedback on performance objectives and career development. This position serves as a resource within the account for specific skills, knowledge, and experience surrounding field engineering and production. This position may regularly oversee numerous employees at any given time and is responsible for all facets of employee development and leadership within the assigned team.
Quarterly assessment of assigned account focusing on profit and loss and customer satisfaction issues.
Monthly review and report on financials of assigned account.
Monthly KPI and trending reporting
Regular updates on key projects and services
Provide strong leadership and clear customer centric direction for the assigned, dedicated team on a daily basis.
Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, and management of sick leave and absences.
Interview and hiring, as required for all positions at assigned account.
Create employee development plans, provide coaching, address disciplinary, and employee concerns.
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy.
Increase management’s effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining managers and team members.
Communicate values, strategy, and company objectives to all assigned team members in an effective manner.
Create continuity plan for staff absences.
Skills & Experience:
Bachelor’s degree required.
5+ years proven experience as a Program Manager or Project Manager.
Experience in managing staff.
5+ years managing complex, multi-thread projects.
Thorough understanding of project management techniques and methods.
Excellent knowledge of performance evaluation and change management principles.
Outstanding leadership and organizational skills.
Excellent knowledge of Microsoft Office/O365 and related collaboration tools.
Knowledge of and adherence to York Telecom policies and procedures.
May require occasional lifting (up to 50 lbs).
Requires extensive sitting, standing and walking.
Limited weekend and/or night work may be required.
Domestic travel requiring multi-night stays within and at times outside the local work area.
International travel may be required.
Valid U.S. driver’s license is a requirement and must have a positive driver’s abstract.
Current valid U.S. Passport is desirable.
Must be willing to complete background checks and drug tests as required by current or future contracts
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.
If you do require details of the vacancy or the application process in an alternative format, please email [email protected] outlining your requirements.
Equal Opportunities:
Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.