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Program Manager

Paladin Consulting, Inc

This is a Full-time position in Richardson, TX posted June 23, 2021.

Paladin Consulting is currently hiring a Program Manager to join our team working onsite at our client’s office located in Richardson, TX.  We work with companies that offer environments for our employees to contribute, learn, and advance their career.

We treat you like you are part of the family.

Job Title: Program ManagerWork Location: Richardson, TX Education/Experience Required: 5+ years’ experience in a Strategic Account/ Customer Service role with high level of competency managing implementation resources Job Description: This position is responsible for the reporting and maintenance of the Strategic Account business in North America.

This includes but is not limited to: Data Mining of information required to report on Strategic Account initiatives, rollouts and reporting as necessary.

Pro-active interaction with Project Management, Labor Management, Sales and Finance departments to ensure project reporting is timely and accurate.

Additionally this position will be required to have detailed knowledge of Strategic Account contracts to ensure compliance with terms and conditions while maximizing opportunities for revenue recognition.

Proactive communication is mandatory throughout the life cycle of each project, as such participating in project close out, reconciliation, assisting with project collection efforts, developing SOP’s, objectives, initiatives and group collaboration in a timely and positive manner are critical to support the North American Business Unit.

Responsibilities: Supports and develops tools/reports enhancements to provide better support Strategic Accounts and ensure a high level of customer satisfaction.

Design tracking metrics to measure program performance and eliminate project overruns.

Work directly with customers to achieve high customer satisfaction rating.

Directly, interacts with the appropriate customers as needed.

Be trained on all new systems and products to be able to assist and support team as needed.

Ensures company’s safety program is strictly adhered to by all employees and contractors.

Provide a very high level of customer service and professionalism at all times to customers internal and external to the organization Communicate at a high level with many stakeholders, present and maintain a professional image Establish and coordinate dates of activity with customers on a project by project basis in accordance with strategic account relationship agreements Ensure terms and conditions are applied and maintained Meet clients in person when necessary to strengthen and grow strategic relationships Conduct presentations as required on program rollouts defining program initiatives, goals and mutual expectations.

Assist with collection efforts as required on strategic accounts.

Provides excellent customer service & manage internal resources that contribute non-payment or slowing the payment process for key accounts.

Contact key accounts if slow payment occurs to bring account current.

Be point of contact for key accounts financial departments to ensure customers invoicing concerns are handled.

Participate in forecasting and tracking, account reviews Ensure the proper set up of key accounts invoicing and billing structure Technical:   Must ensure teams follow the correct procedures, policies and documentation requirements across program and project phases Able to participate with the program team through the development, testing and implementation stages
•Able to make quick decisions and solve technical problems to provide an efficient environment for project implementation Identify resource, hardware, software, equipment requirements, capacity planning and availability Must provide program requirement training to teams when required and serve as a program mentor to team members Management:   Ensure standard operating procedures and guidelines are in place for successful program rollout Provide project scheduling and resource management assistance Planning, timeline allocation and reporting on programs as required Create presentations on project status and present monthly reports to senior management Meet with client teams and gather requirements, conduct regular team interactions and track project progress Estimate program timelines and effectively communicate detail with department heads Provide an efficient working atmosphere to project teams and ensure objectives are met within stipulated timelines Develop/revise SOP’s and processes to improve service efficiencies.

Assist with the development of tracking metrics to measure non-bill use of resources/material and work diligently to eliminate project overruns.

Skills & Qualifications: 5+ years’ experience in a Strategic Account/ Customer Service role with high level of competency managing implementation resources Experience with technical training process, development and implementation Strong customer service and training skills Leads by example by having a positive attitude with clients and company employees.

Completes projects on time and accurately Strong organizational skills and able to multi-task successfully and effectively Communicates well with all levels of management and peers Exceptional planning and organizational skills Exceptional time management skills Must work extremely well under pressure College degree or equivalent experience Strong interpersonal skills with proven track record of building successful client relationships.

Prior experience working/building relationships with clients ranging from Executive level to front line managers Strong analytical skills.

Understanding of hospitality technology and integrations, preferably related to PMS, mobile and Cloud solutions or other hospitality focused products or services to the hotel industry Advanced Proficiency in MS Office (Excel, Outlook, PowerPoint), and CRM system.

Core Competencies:  1.

Technical Expertise Proficient in handling complex data mining projects and organization of data in a manner that is presentable to Clients and Senior Management.

Possesses good knowledge of different hardware, software systems, client/server architectures and various compatibility requirements.

Knowledge of troubleshooting, hardware and software development processes and ability to understand and implement client requirements.

Certification in systems, mobile access and installation certification 2.

Personal Skills Ability to communicate effectively, efficiently and professionally with North American Departments, Project teams and clients at all levels Understand special project requirements, collaborate as necessary with department heads to ensure project success in a timely manner Ability to work in a change management environment and effectively communicate information to all levels of staff and management Adapt to a changing work environment as priorities are redefined Work independently while maintaining deliverables in a high demand environment 3.

Leadership Skills Effectively lead teams and inspire others to achieve goals through innovation, quality and excellence Ability to identify strengths and weaknesses of team members and pro-actively assist where necessary Resource management skills and ability to handle complex and sensitive issues Encourage team interaction, boost employee motivation and appreciate team contribution Ability to match project tasks with new and innovative programs and solutions so that employee resources and potential are utilized to the maximum For more information or to view other opportunities, visit us at

Paladin Consulting is an EEOC employer.