Global Program Manager

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Job Responsibilities:

The Global Program Manager is responsible for account and operational strategy for key strategic Welocalize clients, with a book of business in the range of $10-20M. It blends account management and operational leadership for unified oversight to complex programs.

At the account management level, this includes:
• Developing and sustaining a long-term strategic customer relationship
• Leveraging subject matter expertise and service capabilities to create value-based solutions
• Serving as a customer advocate for internal and external stakeholders
• Driving growth and lifetime value through the Strategic Account Management Framework

Operational leadership includes accountability for:
• Developing operational strategy
• Active leadership of multiple squads
• Execution of operational strategy for an enterprise portfolio

Following the Agile Framework, the Global Program Manager will create high performance service delivery teams with performance aligned and measured to assigned Objectives and Key Results (OKR’s). This individual will optimize team performance and provide coaching and mentoring to Squad Leadership with the specific goal of increasing proficiency in all required competencies to meet and exceed the financial performance targets of their portfolio.

The following is a non-exhaustive list of accountabilities and responsibilities of a Global Program Manager:

Overall

Account Management:

• Develop, maintain & grow business relationships with existing clients
• Responsible for developing and executing long term strategic account plan(s), acting as the client advocate to ensure alignment with customer’s goals, objectives and long-term strategy
• Evaluate changes in the marketplace, product and service offerings, buying processes, and competitors for purposes of defining and adjusting the assigned account strategies, and specific objectives
• Manage opportunities, cross solutions and pipelines. Analyze the account potential, i.e., booking/project activity, service mix purchased, use of additional services, and other qualifiers. Track opportunities in Salesforce for centralized tracking and reporting
• Develop and maintain a rolling 12-month bookings forecast in SFDC
• Achieve existing and add-on bookings quota for assigned customers/squads
• Manage contract (re)negotiation (MSAs, SOWs, etc.); ensure contracts are in place, stored centrally and flag when renewals are approaching
• Engage with the team to manage overdue collections and address DSO

Operational:

• Customer satisfaction and achieving customer growth and financial targets
• Team (employee) satisfaction and achieving team attrition targets
• Achieve all assigned Objectives & Key Results (OKRs) and contributing cross functionally to other corporate OKR’s
• Utilize business intelligence to monitor squad group and squad team performance and direct squad leaders to improve performance with regular cadence
• Provide team leadership working closely with Squad Group Leaders and Squad Leaders on specific implementations to achieve customer strategy
• Implement measurable operational efficiencies to correct or improve revenue performance and cost targets
• Expertise in operational reporting requirements. Mentor and train teams on performance management and BI adoption

Team Management:

• Champion Change Management initiatives to ensure a culture of continuous improvement is embedded into the Squad Groups across the organization
• Sponsor ESAT improvement plans driving greater engagement
• Motivate team members while supporting their growth and development through active engagement with the Career Framework & Organization Model
• Drive the adoption of existing and new production tools (e.g. Relay, PBI, WD) and implement adoption monitoring mechanisms
• Supervision, mentoring and coaching of Squad Groups Leaders on Agile (including internal and external, direct, and indirect reports)

QUALIFICATIONS

Experience

Account Management:

• Proven track record of delivering customer value by the understanding and mapping of customer business strategies and objectives to the design and delivery of optimal solutions
• Vast client relationship management experience, including demonstrated dedication at senior and C-level customer sponsors
• Demonstrate success in achieving or exceeding bookings quota in similar role(s)
• Proven ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level; excellent interpersonal, written and verbal communication skills
• Articulate how globalization services enable customers to achieve their desired business objectives (e.g. enabling global product sales, brand protection, compliance)
• Experience and skill in participating in new and existing client sales cycles including presentations, analysis, recommendations and relationship development

Operational:

• Proven track record of creating and leading a high growth professional services organization
• Extensive delivery experience
• Demonstrated people management and leadership experience; track record of strong collaboration skills working effectively in a matrixed organization to deliver customer solutions and business results
• P&L management experience; demonstrated P&L accountability

Other relevant skills

• Excellent communication skills with the ability to influence
• Analytical skills with strong attention to detail
• Strong negotiation skills
• Ability to effectively present information to top management
• Ability to consider multiple perspectives to devise the most suitable customer, personnel and business strategies
• Strong sense of ownership of the designated client accounts(s)
• Ability to think creatively
• Ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment
• Ability to manage large diverse remote teams
• Positive attitude in the face of adversity or change

KEY COMPETENCIES REQUIRED FOR THIS ROLE

Account Management:

• CLIENT CENTRIC: hyper focused on client experience
• RELATIONSHIP ORIENTED: high emotional quotient, able to read audience and tailor communication style; develop an open and trusting environment internally and externally
• GROWTH & RESULTS ORIENTED: determined toward action and achieving goals
• COMMUNICATIVE: ability to listen, capture client requirements and articulate a solution
• CONFIDENT: in self and ability to navigate a myriad of situations, comfortable leading and challenging customers
• PASSIONATE: demonstrate that “we care” and act as a brand ambassador
• INQUISITIVE: appetite to explore internally and externally how we can delight our customers
• RESILIENT: to rapidly pivot difficulties that may arise and reframe them into opportunities
• KNOWLEDGEABLE: industry awareness, customer intimacy and strong grounding of service offering capabilities

Operational:

• Is a strong Listener; encourages Empowerment of the team.; effectively Manages Escalation from their team in times when standard operating procedures are not able to address customer dissatisfaction
• Possesses excellent Negotiation Skills, Situational Awareness and Emotional Intelligence
• Understands the importance of OKRs to Drive Performance and is Results Orientated
• Can establish & Develop Processes and procedures to improve Operational Efficiency
• Regularly exhibits Empathetic Leadership Skills and has a passion for Mentoring & Coaching of team members
• Develops excellent Followership across the company through Sphere of Influence

Additional Job Details: