Global Program Manager

Core Skills Required

• Verbal and non-Verbal Communication

The GPM must be able to verbally and non-verbally communicate with both operational (tactical) and strategic customer stakeholders to understand customer requirements, escalations, and objectives and contractual obligations. - Ability to Organize, Plan, and Prioritize Account Management Activity

The GPM must be able to organize and balance tactical escalations with planned and strategy account activity. The GPM should follow up on assigned tasks where not accountable but need to be informed. - Understand Metrics and KPIs, and ROI (value)

The GPM will utilize KPIs and metrics to evaluate customer health and monitor operational activity. Often KPIs also indicate opportunities for program improvement and the successful GPM will be skilled at using data to identify opportunities for program improvement. Additionally, the GPM will be able to demonstrate the value Trax creates across all products and services that the Customer has already purchased, including demonstrating positive ROI. - Governance

The GPM is account for overall program governance. This requires a solid understanding of contractual obligations as well as a solid understand of Trax’s standard solution specification (products and services), and have the ability to align with customer to avoid custom or bespoke processes. As these processes are defined in a customer playbook or SOP, supporting the management and ongoing alignment to ensure consistent delivery is paramount. Responsibilities

• Lead the process for creating Account Plans that clearly define objectives, projects to meet those objectives, associated measurement or KPIs to confirm progress, and holding all parties accountable, including the customer, on actions necessary to improve overall program health. - Manage monthly business reviews and support quarterly business reviews to ensure continuous improvement and program maturity (ensuring alignment). Working with other team members to gather the necessary content to support business cases and evaluation of current state along with recommendations for improvement. - Identify growth opportunities and work collaboratively with the Account Manager/Executive to establish growth strategies and the associated value proposition behind the recommendations. - Establish relationships both at the executive, management, and operational level of a customer