Client Program Manager

Job Description

Job Description

The Client Program Manager will lead a variety of complex programs and strategic planning, development and execution for Enterprise accounts. This individual will be responsible for program planning in addition to developing and implementing new systems and processes to support, retain and grow enterprise accounts. This individual will represent the client program management function for assigned accounts to both internal and external program partners with the goal of improving strategic program oversight, delivery, reporting and account management.

Duties and Responsibilities

• Daily point of contact for assigned enterprise accounts.

• Manage a portfolio of complex programs. The level or levels of account and program complexity will vary based on experience and client goals.

• End-to-end program management for complex, custom accounts and programs – including sales assistance, proposal/RFP creation, program pricing, project planning and design, custom content development oversight, SOP creation, program coordination oversight, system input, regular account management touchpoints, account health monitoring and reporting, and overall strategic account/program growth planning, including forecasting, budget tracking and billing. 

• Work closely with NCM Programs’ team members and cross-functional teams to develop new NCM processes and policies to ensure programs are properly prioritized and client expectations are met.

• Establish, track and regularly report on client goals to internal and external program partners.

• Develop account management framework, touchpoints and reporting to manage and proactively support relationships with assigned enterprise accounts.

• Identify areas of opportunity for strategic growth of enterprise accounts and/or programs.

• Create and implement monthly account health reporting for assigned enterprise accounts; Provide regular reporting to NCM management teams and relevant stakeholders. 

• Identify, communicate and solve program risks/problems, as needed.

• Maintain accurate client records throughout all internal systems, including SharePoint, Salesforce, Monday.com, Outlook calendars, proposals, and internal program documentation.

• Develop and implement detailed, clear communication plans for internal and external stakeholders; Quickly and effectively communicate program changes, updates or problems.

• Aid in the fulfillment of larger clients and organizational goals.

• Embody NCM’s mission, vision and values.

• Manage and support enterprise account events as required.

• Manage enterprise accounts’ special billings.

• Travel up to 20% of the time for on-site event support.

Qualifications

• Bachelor’s degree required.

• A minimum of 4 years related work or industry experience.

• Demonstrated success in managing large accounts or similar events.

• Account management and project management experience required.

• Exceptional critical thinking and creative problem-solving skills.

• Advanced interpersonal skills.

• Excellent attention to detail.

• Demonstrate initiative; be a self-starter.

• Solution-oriented approach to daily tasks.

• Superior organizational skills.

• Strong time management skills; deadline-oriented individual with the ability to prioritize workload amongst competing projects and priorities.

• Ability to effectively collaborate with others, both in person and remotely.

• Knowledge of CRM/databases; Salesforce, SharePoint and Monday.com a plus.

• Advanced capabilities with Microsoft product suite.

• Completes all responsibilities in a timely and accurate manner in order to meet client needs and remain cost effective.  

• Strong presentation and communication skills, and equally strong listening skills.

• While performing the duties of this job, the employee is routinely required to stand, walk, sit, speak, hear, see and use hands to handle objects.

• The employee may occasionally lift and/or move up to 35 pounds.

• Ability to travel, if needed.