Role
As a Program Manager, you will transform customer experience by consulting customers, uncovering their real learning needs, and proposing suitable learning solutions. You will work along with PLAs in creating proposals and provide oversight for delivery. Not only will you be expected to establish effective customer relationships but also work proactively towards growing the account by identifying more business. In addition, you will be expected to interface with the team to articulate customer requirements to each team member, based on their respective roles and responsibilities.
Responsibilities:
Elicit information from client regarding expectations, budgets, and other constraints, and communicate the same to the team.
Analyze the scope of work to provide accurate size and effort estimates.
Proactively interface with other production groups / support teams for timely information and workflow.
Review created artifacts from the perspective of mapping to client requirements.
Identify and analyze complex problems and reach sustainable solutions.
Manage relationship and ensure customer satisfaction.
Govern projects running simultaneously with multiple accounts.
Forecast revenue and ensure compliance.
Drive project KPIs (Schedule, Quality, Budget, Client requirements, Contractual obligations etc)
Negotiate with clients on project issues within the framework of contractual and project-specific obligations.
Take proactive measures to update client on progress, risks, and deviations along with proposed solutions & contingency measures to diffuse confusion and conflict between client and execution team.