Role Description
As an Account Program Manager, you will play a critical role in driving the success of strategic customer accounts by establishing and maintaining operational excellence, governance, and alignment across sales, delivery, and customer stakeholders. You will be responsible for developing scalable processes, coordinating cross-functional teams, tracking key initiatives, and ensuring customer commitments are executed successfully.
This role requires a highly organized and proactive professional who can effectively bridge the gap between sales and delivery teams, ensuring a seamless transition from solution development through implementation and ongoing customer success.
Key Responsibilities
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Develop, implement, and continuously improve account management processes to support strategic account growth and operational efficiency.
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Establish and manage account governance, including key deliverables, ownership, timelines, risks, dependencies, and performance metrics.
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Lead internal and customer-facing governance meetings, POD calls, and operational reviews to drive accountability and alignment.
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Serve as the primary coordination point between sales, delivery, engineering, and customer stakeholders.
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Drive cross-functional communication to ensure customer expectations, project objectives, and business goals remain aligned.
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Create, maintain, and present Quarterly Business Reviews (QBRs) for both internal leadership and customer stakeholders.
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Track action items, escalations, and strategic initiatives to ensure timely execution and resolution.
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Identify process improvement opportunities and implement best practices to enhance account performance and customer satisfaction.
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Support strategic account planning and help maintain visibility into ongoing projects, customer priorities, and business outcomes.
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Provide program oversight and reporting to leadership, ensuring transparency across all account activities.
Qualifications
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Strong communication and relationship-building skills, with the ability to interact effectively with executives, customers, sales teams, and delivery organizations.
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Experience managing large customer accounts, complex programs, or cross-functional business initiatives.
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Proven ability to develop and implement scalable processes, governance models, and operational frameworks.
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Experience defining and managing deliverables, timelines, milestones, risks, and accountability across multiple stakeholders.
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Ability to serve as a strategic bridge between sales and delivery teams, ensuring alignment from opportunity development through successful execution.
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Experience facilitating customer meetings, operational reviews, governance calls, and executive-level discussions.
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Strong project and program management skills with the ability to manage multiple priorities simultaneously.
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Experience creating executive-level presentations, reports, and Quarterly Business Reviews (QBRs).
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Ability to analyze information, identify challenges, and drive solutions in a fast-paced environment.
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Strong organizational skills with exceptional attention to detail and follow-through.
Requirements
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Experience working within technology services, managed services, consulting, or professional services environments.
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Experience supporting both sales and delivery organizations.
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Familiarity with account management, customer success, service delivery, or program management best practices.
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Experience working with executive stakeholders and strategic enterprise accounts.
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PMP, Agile, Scrum, ITIL, or other project/program management certifications are a plus.
Benefits
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Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
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Core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.
