Job Title:

Program Manager


Client Services



Travel Required:

Travel Required

Position Type:

Exempt, Full-Time

Reports To

Sr. Vice President of Customer Success

General Objective:

Responsible for the design and implementation of client programs per client specifications and requirements to ensure client goals are met. Responsible for directing assigned support staff in the design, implementation, testing, and oversight of client projects. Oversee all activities and communication internally and externally. Works with other Program Managers, Development and  Quality team members, and department heads. As the designated appointee for this role, you will make recommendations on how to raise the level of VCI’s service to our clients and ensure the proper delivery of our services.

Job Description

Role and Responsibilities

  • Design and analyze reports per program specifications to track trends and make strategic recommendations to the Sr. Vice President of Customer Success.

  • Responsible for managing client expectations, internal and external deliverables, and program timelines.  

  • Responsible for the management and coordination of tasks assigned to sales, development,  testing, systems, training, etc. within appropriate timelines/deadlines (i.e. List builds, IT  requests, client deliverables, staffing) per the program SOW.  

  • Responsible for design and execution of all program components including campaign design,  client output, etc.  

  • Accountable to ensure that operations staff effectively manages goals for assigned programs per program specifications.  

  • Independently manage multiple client programs.  

  • Become primary client contact and professionally handle all client requests while coordinating with Client Services

  • Plan and present Quarterly Business Reviews.

  • Responsible for monthly invoices and tracking; creation of SOWs; and other financial responsibilities as needed for the client. 

  • Perform program training as needed.  

  • Responsible for project documentation.  

  • Think critically with emphasis on strategy, not just tactics, to manage and meet client and program expectations.  

  • Supervise support staff and delegate assignments to ensure client expectations, internal and external deliverables, and program timelines are being met.  

Qualifications and Education Requirements

  • At least 3-5 years professional solution program management experience in technology  
  • Demonstrated leadership abilities to effectively manage a cross-functional client driven team.
  • Ability to quickly learn, analyze, understand and convey complex information.  
  • Proactive, highly motivated and deadline driven.
  •  Excellent interpersonal and rapport building skills with ability to quickly engage and build strong  relationships.  
  • Bachelor's degree or equivalent business experience  
  • General knowledge of or technical aptitude to learn telecom, reporting, and Web/Internet  technologies
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