MarketSource Inc.

Program Manager

• Plan and direct program activities to achieve financial and performance targets established by MarketSource and the client
• Direct program functions and monitor employee activity and performance
• Manage client commitments and expectations
• Monitor program objectives and provide performance feedback to the client and leadership
• Coach and develop team members to drive performance and exceed program goals
• Develop and implement processes to measure and drive performance
• Provide analysis for ad-hoc executive management reporting
• Coordinate contingency plans supporting business continuity
• Manage program profit and loss
• Conduct regular financial and program reviews with client management and MarketSource
• Manage and direct staff, including recruitment, selection, and development
• Define, communicate, and measure team objectives for territory management
• Establish an operating rhythm leveraging CRM for account management, forecasting, and reporting
• Manage employee performance reviews, hiring, promotions, terminations, and discipline
• Ensure effective control of results and take corrective actions
• Assist the team with maintaining relationships, negotiating, and closing opportunities
• Train the team on skills, tools, product information, and business intelligence

Director

• Drive vertical and horizontal customer success across a portfolio within a specific industry vertical
• Provide thought leadership, manage deliverables, and lead strategic customer programs
• Develop and execute strategies to scale delivery excellence and grow portfolio revenue and profitability
• Partner with Business Development, Solutions, Finance Operations, Marketing, and Information Technology
• Provide transformational delivery leadership across a portfolio of customers
• Work with Vertical Sales Leadership on customer acquisition and expansion strategies
• Lead Client Service Directors and Program Managers
• Manage, mentor, and motivate new and experienced Client Service Directors and Program Managers
• Negotiate and manage client commitments, expectations, Statements of Work, and KPIs
• Provide market feedback, program performance data, and thought leadership to clients
• Monitor and solve problems using critical thinking, business acumen, industry information, and professional experience
• Monitor program objectives and provide performance feedback for team development
• Collaborate with internal stakeholders to improve program value, maintain fiscal integrity, and comply with employment laws and best practices
• Support growth of new and existing business and engage new clients
• Evaluate program and individual performance against expectations and commitments
• Identify client needs, value-add insights, and growth opportunities
• Develop and implement processes and measures to improve business results and performance
• Capture and share sales, market, and competitive information
• Conduct regular financial and program reviews with client management and MarketSource leadership
• Provide strategic direction to program team members, Program Managers, and business partners
• Understand the technology and processes required to meet or exceed program performance requirements

Program Manager

Executive Director, Client Delivery