• Senior Program Manager - Customer Success

    Job Locations US-IA-Iowa City
    Posted Date 1 month ago(1 month ago)
    Job ID
    2018-1307
    # of Openings
    1
    Category
    Client Solutions & Outreach
    Travel
    25 - 50% Travel
  • Overview

    ACT is a nonprofit organization helping people achieve educational and workplace success.  Our programs are designed to boost lifelong learning in schools and workplaces around the world. Whether it's guiding students along their learning paths, enabling companies to develop their workforce, fostering parent, teacher, and counselor understanding of student progress, guiding job seekers toward career success, or informing policymakers about education and workforce issues. ACT is passionate about making a difference in all we do.

     

    Learn more about working at ACT at act.org!

    Responsibilities

    Leads large-scale, statewide assessment programs from initiation to closeout, following established program/project management methodologies, with a strong focus on knowing our customers’ goals, planning – and advocating – for their success, and delivering on our commitments. Personalizes relationships with our customers, being proactive with information and resources– from proposal effort to reporting – and ensuring our customers get the most value from ACT products and services.

     

    Typical work-related activities include:

    • Consistently follows program/project management methodologies to meet established departmental standards in delivering all contracted products and services for assigned large-scale statewide assessment programs.
    • Leads the efforts for annual contract renewal processes, including, but not limited to, collaborating with the customer to determine requirements for the renewal contract; updating contract documents; leading the effort to cost enhancements and/or new deliverables; coordinating the renewal with cross-functional workgroups; and tracking all tasks through to renewal contract execution.
    • May leads and/or support proposal development efforts, including, but not limited to requirements analysis, solutions development, writing/editing proposal text, costing, and participating in proposal review processes.
    • Performs special projects as assigned by manager.
    • Travel to customer site(s) and/or to locations for customer-facing events. 20-30% travel.

    Qualifications

    Minimum Qualifications:

    Education:

    • Bachelor’s degree in a related area required; preferably in business
    • Or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
    • Project Management Professional (PMP) certification or ability to obtain such certification is strongly preferred.

     

    Experience:

    • A minimum of five (5) years of direct client-facing program management experience with accountability for delivering contracted products and services to external clients required
    • Demonstrated experience working with a diverse group of internal stakeholders in a matrix environment to deliver contracted services required
    • Management of large-scale, multi-year contracts with moderate to high complexity required
    • Previous experience in large-scale educational assessment delivery a strong plus
    • An understanding of business operations required
    • Experience with reviewing, analyzing, and managing to contract requirements required
    • Experience with project management software required; Microsoft Office suite and MS Project preferred
    • Experience managing to a P&L and/or cost center management a strong plus
    • Experience leading and/or supporting proposal efforts, including text development and costing, a strong plus
    • Previous mentoring experience a plus

     

     

    Knowledge, Skills and Abilities:

    • Ability to work with a high degree of autonomy and be able to work collaboratively as part of a team and across the organization
    • Demonstrates a razor-like customer focus while working through a complex matrix organization to ensure success for the customer, organization, and team members
    • Ability to analyze and cut very quickly to the heart of complex operational delivery issues, and then work through a matrix organization to successfully achieve client contract fulfillment obligations
    • Must be able to multi-task and be flexible, and work in a fast paced and ever-changing environment
    • Ability to work within a matrix environment preferred
    • Demonstrated ability to build and maintain positive working relationships with customers and internal stakeholders
    • Outstanding written and verbal communication skills; must be a direct, articulate, and thoughtful communicator.
    • Must possess a consultative approach; easily develop rapport and trust with multiple individuals and personalities
    • Comfortable working within a fast-paced, dynamic (and sometimes ambiguous) environment
    • Strong PC skills, including knowledge of Microsoft Word, PowerPoint, Excel, and Outlook
    • Ability to oversee the creation and maintenance of interrelated program schedules
    • Demonstrated ability to encourage and support collaboration
    • Comfortable conducting critical conversations and resolving issues
    • Strong ability to understand one’s role in achieving the goals of the workgroup and organization
    • Ability and willingness to help motivate team members and encourage the peak performance of others
    • Possesses robust organizational skills and capabilities
    • Actively shares skills and expertise with work group to improve organizational program management practices
    • Demonstrates a willingness to take on additional and/or new responsibilities to support the workgroup and/or organization as a whole

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