Project Manager, National Accounts

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries focus daily on delivering an unparalleled client experience and helping make your world a safer place. With clients at the heart of all we do, our people, knowledge, and technology power our connected ecosystem of health, safety, and security solutions and services.

About the role

As a Project Manager, you will manage programs for regional financial, strategic financial, Fortune 1000, global accounts retail, and enterprise customers. This position supports customer service functions for all Electronic Security project opportunities. National Accounts are typically multi-geography enterprises with $15–$50 million total annual potential service and sales revenue to Securitas Technology.

Responsibilities

• Provide support to National/Key accounts (as assigned), managing overall service/implementation account performance, technical problem identification and resolution, and general customer service and satisfaction.
• Support contract renewals and negotiations.
• Support achievement of account profitability goals.
• Support Installation Managers and Directors in customer service relationship management for the National Account customer base, ensuring prompt, efficient, effective, and quality customer service and installation support through multiple service branches and/or areas.
• Provide and assist Installation Managers and Directors in necessary reporting, problem resolution, action plans, and resource attainment to resolve performance issues.
• Ensure availability of self and assigned Installation Managers to address customer needs in a timely and acceptable manner.
• Organize and lead regular face-to-face visits with assigned program teams to discuss performance, projects, issues, and plans.
• Review IMap and Solomon daily and assign resources as necessary.
• Interface daily with management in Sales, Service, and Headquarters Field Support.
• Interface regularly with field Account Teams supported by the Electronic Security Group to review performance and account plans.
• Interface with Account Teams not currently supported by the Electronic Security Group to discuss future ESP growth and plan for future support.
• Assign workload regularly to ensure the team is right-sized; plan resource requirements for future opportunities identified by the Account teams.
• Directly contact and interface with customers when required.
• Influence the process excellence team to assist in delivery process development and revisions to meet the current business environment.
• Provide strategy and update project best practices, processes, and support procedures/requirements.
• Direct, plan, develop, and integrate various project management functions and delivery processes within the Electronic Security delivery group to achieve specific goals and objectives.
• Influence and work with Project Managers to ensure Project Plans are prepared and meet standard formats, Electronic Strategy, and customer expectations.
• Monitor performance and provide direction to ensure projects are on time, on budget, and within scope unless out-of-scope issues are identified.
• Coordinate with Logistics regarding staging and/or kitting ESP orders for quality installation readiness on spoke orders.
• Develop project plans with customers, including schedule, specific responsibilities, deliverables, and terms of acceptance.
• Ensure the project team is trained in policies, standards, and procedures and that these are practiced in everyday project activities.
• Provide management and leadership for all service delivery personnel during the project.
• Act as a decision-maker in matters of conflict or ambiguity.
• Serve as the focal point for project problem resolution and escalation to resolve customer concerns quickly and efficiently.
• Solicit formal customer feedback on satisfaction with the quality of services delivered.

Requirements

• BS or Master’s Degree in Business, Engineering, Project Management, or a Technical Discipline, or equivalent work experience.
• Minimum 10 years of progressively responsible experience in project management and/or project coordination for complex system integration or professional services programs.
• Past experience delivering professional services such as consulting, system implementation, software support, network design, or installation.
• Demonstrated record of team management skills.
• Experience successfully managing National Accounts.
• Excellent verbal and written customer communication skills.
• Strong technical skills and understanding of technology such as software, networking, and systems development.
• Highly detailed and organized.
• Experience managing National/Global/Strategic Account relationships.
• Ability to develop relationships and provide the highest levels of service.
• Excellent interpersonal skills and ability to lead and influence rather than just manage.
• Sensitivity to the needs of service delivery personnel.
• Multi-tasking capability; ability to handle more than one project and task simultaneously.
• Ability to act in an autonomous role with little, if any, management direction.