Sr. National Accounts Program Manager

At Everon, we truly believe that our people are the difference—for our organization, the customers we serve, and the communities we protect. With more than 100 locations and a deep national presence, Everon offers a comprehensive portfolio of solutions and services, providing employees with opportunities for career advancement and growth.

About the Role

We are seeking a Sr. Program Manager with critical infrastructure experience to join our Mission Critical Team and deliver white-glove service. This role provides leadership for all operational account management responsibilities for a portfolio of National Account customers, serving as the primary operational contact post-sales. You will manage customer touchpoints, coordinate with internal departments, sub-contractors, and General Contractors for installation projects, and oversee service ticket portfolios. Responsibilities may also include sales support and facilitating customer requests related to Monitoring, Billing, and A/R. The role may involve managing a single large account or multiple accounts, with a portfolio dollar volume in the $10M+ range, and may include supervising dedicated support teams.

Responsibilities

• Serve as the “Operations Relationship Manager” for assigned customer(s), acting as the focal point for communications regarding performance, metrics, issues, and other account items.
• Provide sales support and facilitate customer requests/issues related to Monitoring, Billing, and A/R.
• Oversee the delivery of all installation projects and the service ticket portfolio for assigned National Accounts customers.
• Act as the escalation point for operational issues, facilitating resolutions through internal or external groups.
• Prepare formal correspondence in response to customer questions or concerns.
• Ensure delivery within established targets and achievement of account and customer objectives.
• Establish and maintain relationships with customer contacts, developing communication rhythms based on customer needs and standard reporting processes.
• Attend customer meetings, develop and deliver presentations, and represent Everon in all aspects of the role.
• Advise project managers, functional managers, supervisors, and project team members on projects, tasks, and operations.
• Adhere to master program plans and schedules, analyze issues, develop solutions, and direct the work of internal and external resources.
• May have direct supervisory responsibility for support teams.
• Work closely with Service and Field delivery teams to ensure Service Ticket performance aligns with standards and SLAs.
• Manage and deliver key customer/account metrics, including Quarterly Scorecard Reviews, Install project metrics, Service Ticket performance, Monitoring statistics, and SLA attainment.
• Review and analyze account data to identify issues, trends, and opportunities for improvement.
• Plan and implement improvement opportunities for accounts.
• Collaborate with other groups to align on operating interactions, optimize delivery efficiency, and enhance customer satisfaction.
• Provide accurate forecasting information.
• Develop planning documents such as project plans, scope documents, SOWs, charters, Execution Playbooks, etc.
• Review requirements to determine scope, effort, schedule, funding, staffing, resource allocation, and metrics.
• Define and initiate projects, establishing resources to manage them.
• Review and manage contracts with General Contractors or Customers.
• Set and manage expectations with resource managers and team members regarding project allocation and performance.
• Ensure effective Quality Assurance/Quality Control mechanisms are in place and adhered to.
• Support other groups as needs arise.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree preferred; alternative combination of education and experience considered.
• 10+ years of experience in the alarm industry and project management (or equivalent).
• 4+ years of customer relationship management experience.
• Advanced electronic security industry knowledge.
• Construction experience preferred.
• CSPM or PMP certification preferred.

Skills

• Demonstrated proficiency in managing customer accounts and relationships.
• Ability to effectively present information and respond to questions from managers, clients, customers, and the public.
• Team management experience.
• Excellent communication and listening skills, with the ability to engage all management levels.
• Advanced domain knowledge/expertise in the commercial security industry.
• Strong knowledge of sales, installation, service, billing, and monitoring systems for managing National Accounts.
• Technical understanding of the electronic security industry.
• Strong organization and matrix management skills.
• Coaching, mentoring, and staff development skills; actively seeks ways to guide and develop others.
• Intermediate MS Office and Project skills.
• Ability to maintain knowledge of industry and company operations.
• Commitment to upgrading supervisory skills through classes, training, and seminars.
• Ability to travel as required.
• Ability to read and interpret documents, materials, policies, and procedures in English.