Program Manager

Program Manager:

When sales professionals across the globe want to advance their careers they turn to Richardson for training and help. So its no surprise that many of the worlds top sales leaders thinkers trainers and other professionals ultimately chose to work for Richardson itself. Not only has Richardson been an industry leader since 1978 but this is where the latest thinking in agile sales training and other innovations are continuing to be developed. And because the same highly personalized approach that we take to sales training informs our approach to employee development Richardson has created the ideal environment for great careers to take off.

We engage clients and find ways to turn potential into progress; we create solutions to unlock what is possible managers who know exactly how to drive growth from their teams customers who see the difference in how their sales teams show up and a clear path to outperformance. We provide a modern performance improvement solution with collaborative customization that drives process change enhances selling skills and provides comprehensive curricula to equip sales professionals with all they need to get ahead and stay ahead. We stay at the forefront of business trends that are driving significant change across all industries and we provide thought leadership and market guidance in response. Our goal is to consistently exceed client expectations and bring them the full value of our exceptional solutions to drive their business forward.

Our company is growing & evolving and now is an exciting time to join our team.

Thats where you come in

The Program Manager is responsible for the implementation of Richardsons products and services for clients and serves as the primary business contact for the client and internal team during the implementation period. The Implementation Specialist is assigned to client relationships and after onboarding to the project drives all phases of implementation which is determined on a project-by-project basis.

The Program Manager is expected to liaise between the client and internal project teams including but not limited to Customer Success Sales Design Scheduling/Trainer Management and Finance/Billing. The Program Manager will clearly represent client needs expectations and limitations resolve potential red flags as well as proactively manage the implementation to ensure that deliverables meet client expectations through effective communication of scope and scope changes while managing to timelines on both sides.

The primary objectives of this role include but are not limited to:

• Guide clients through and ensure satisfaction with the implementation of Richardson solutions.
• Ensure profitability of projects (ensure efficiency in delivering value and get paid accordingly)
• Take ownership of project implementation to increase selling time for the RVP

Responsibilities:

• Drives and oversees the onboarding and implementation of Richardson solutions.
• Builds and maintains projects plans for the implementation process.
• Ensures that all implementation processes and procedures are completed quality standards are met and deliverables are profitable.
• Acts as primary point of contact for client communication during implementation and oversees implementation of services.
• Liaises with internal resources to ensure that calls and trainings are properly staffed all participants are informed and special requests are appropriately resolved.
• Resolves or escalates client needs questions requests or issues
• Clearly communicates confirms clients understanding and requires compliance to internal policies; for ex. trainer hold and training day cancellation observer policy etc.
• Provides regular updates to the Customer Success Manager and Sales Representative regarding the status of implementation and customer satisfaction including any scope issues.
• Ensures transition to the Customer Success Manager after successful implementation onboarding.

Job requirements:

Qualifications

• Minimum of 3 years experience in account management project management and/or service delivery required; training/consulting industry experience and/or experience with a high growth firm that delivers customized solutions preferred
• Bachelors Degree in related field preferred
• Project management skills and tools
• Detail and process oriented; highly organized and able to multi-task
• Takes ownership of ensuring client expectations are met in a profitable and efficient manner
• Ability to build positive internal and external relationships in person and virtually
• Simultaneously client and profitability-focused
• Highly motivated goal-oriented and self-directed
• Experience with CRM and sales operation tools
• Advanced Microsoft Excel as well as Microsoft Outlook Word and PowerPoint Skills and Project Management tools a plus
• Exhibits business acumen skills
• Strong client-focused communication skills written and verbal
• Ability to recognize and refer sales opportunities to salesperson
• Ability to think creatively and problem-solve
• Builder of collaborative cross-functional relationships
• Ability to manage multiple priorities and meet deadlines within a demanding and deadline-driven environment
• Minimal travel required (10% or less)
• Customer Intimacy: Models a culture of customer success to deliver on customer needs and insights during implementation.
• Engaging Customers; Actively engages in onboarding activities to drive customer satisfaction.
• Need Analysis: Understand customers needs in terms of both the customers business situation and challenges and products/services.
• Presentations & Demos: Prepares and presents formal recommendations for how the organization can meet the customers needs. Discovers what benefits will be most important to solving a customers challenges and highlight the business value of those features.
• Product Knowledge: Uses knowledge of specific prducts/services to detail how each product/service works what business value it offers and the reason it appeals to our customers.
• Project Management: Plans organizes and executes a project within scope time cost and quality.
• Accountability: Self-motivated and reliable to be accountable for outcomes

Abilities Attributes & Other:

Additional Information

• The Customer Success Specialist is a salaried full-time role with standard working hours of 8:30 am 5:30 pm Monday - Friday; additional hours may be needed at times upon request. Richardson Sales Performance has a remote-first hybrid work policy meaning that employees are empowered to choose the work location that will allow them to be most productive. Employees within commuting distance of the Philadelphia HQ office are expected to go into the office 2-3 times per month for team meetings; employees outside of commuting distance may be asked to travel in on occasion.
• We offer a comprehensive employee health & wellness benefits program. Salary is commensurate with experience.

Equal Opportunity Employer:

Richardson Sales Performance is committed to cultivating a workplace that is diverse equitable and inclusive and we are continuously evolving our DE&I practices to make progress in this area. Our business policies and practices including those around hiring protect all individuals and organizations that we do business with from discrimination based on any and all non-merit based factors including race color religion sex (including pregnancy gender identity and sexual orientation) parental status national origin age disability genetic information (including family medical history) political affiliation or military service.