to ensure services and solutions are delivered successfully and meeting client expectations
Key Responsibilities
Lead, develop, and train a team of program managers in delivering exceptional customer service to Valeris’ customers
Utilize Valeris’ leadership competencies as the driving force behind the team’s success
Teach, coach, and mentor program managers as their primary trainer upon hire and on an ongoing basis
Conduct regular one-on-one meetings with direct reports
Position self as a senior Valeris resource for assigned customers
Serve as the first point of escalation for customer issues; inform manager (VP, Client Services) of customer escalations
Breakdown barriers that prevent program managers from being able to operate effectively
Manage internal issues or conflicts as the first point of escalation; resolve all issues peer-to-peer at the lowest possible level
Review all scoping requests, pricing, and SOWs for accuracy prior to delivery to customers
Drive contract renewal process to ensure contracts are signed prior to expiration dates of programs
Review all significant client deliverables (e.g., QBR slides, etc.) prior to delivering to customers
Maintain oversight of program scope, budgets, and spend and ensure amendments or change orders are executed, as appropriate
Work with program manager and sales team to expand current business and identify upsell opportunities
Maximize customer retention and mitigate revenue loss by driving account strategy and operational excellence for all assigned customers
Ensure no business loss due to personal negligence, mismanagement, or execution-related issues by client services team
Display Valeris commitment by reaching out periodically to clients to gauge their satisfaction both with the assigned program manager and the program
Develop best practices, routines, and tools for program management
Provide mentorship to Program Managers where needed
Build and maintain strong operational relationships with other Valeris departments
On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
Ensure all SOPs are followed with consistency
Conducts miscellaneous tasks or projects as assigned
Qualifications
Bachelor’s degree or higher
7+ years of related professional experience, including leading Individual Contributors
Advanced skills in Microsoft Office and Visio
Financial management skills including knowledge of invoicing, accounts receivable, budget development/tracking
Strong data analysis and analytical background
Demonstrated record of leadership, management of personnel, and potential for further growth (either with Valeris or in previous roles)
Program management skills and experience
Highly organized and detail-oriented
Ability to multitask and prioritize client issues
Excellent verbal and written communication and interpersonal skills
Strong business acumen
Internal candidates with Program Management skills are encouraged to apply
Physical Demands & Work Environment
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
Although very minimal, flexibility to travel as needed is preferred.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
Why Work for Valeris?
We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:
Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Team members receive nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact
Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.
Our Commitment to Equal Opportunity
At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.
