The Program Manager is responsible for providing the end-to-end customer experience for a major account customer, serving as the single point of accountability across installation, training, ongoing service, and contractual performance. This role acts as the executive-level program owner — orchestrating Marco's Project Management, Service, Sales, Account Management, and Billing teams to deliver on every commitment made to the client, with particular emphasis on Service Level Agreements (SLAs) for installation, delivery, training, walk-throughs, and ongoing service. Operating at the intersection of the customer and Marco's internal operations, the Program Manager governs a structured cadence of program reviews, escalation management, and continuous improvement activities. This position requires strong business and industry awareness, fluency in managed services and SLA-driven delivery models, and the ability to influence cross-functional teams to maintain consistent, high-quality client experience across a complex, multi-site major account environment. ESSENTIAL FUNCTIONS:
Customer Program Ownership & SLA Governance Serve as the executive-level program owner and single point of accountability for the assigned major account customer. Govern all Service Level Agreements (SLAs) across installation, delivery, training, walk-throughs, response time, uptime, and ongoing service — actively monitoring, reporting on, and intervening before commitments are at risk. Lead a recurring customer governance cadence including weekly operational stand-ups, monthly service reviews, and Quarterly Business Reviews (QBRs) with client leadership. Produce executive-ready program reporting: SLA scorecards, fleet performance, ticket trends, project status, financial summary, and strategic roadmap. Serve as the single escalation point for the customer — triage issues, mobilize the appropriate Marco team, drive resolution, and close the loop with documented root cause and corrective action. Identify continuous improvement and account growth opportunities; partner with Sales and Account Management to expand Marco's footprint where it serves the client.
Serve as the executive-level program owner and single point of accountability for the assigned major account customer.
Govern all Service Level Agreements (SLAs) across installation, delivery, training, walk-throughs, response time, uptime, and ongoing service — actively monitoring, reporting on, and intervening before commitments are at risk.
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Lead a recurring customer governance cadence including weekly operational stand-ups, monthly service reviews, and Quarterly Business Reviews (QBRs) with client leadership.
Produce executive-ready program reporting: SLA scorecards, fleet performance, ticket trends, project status, financial summary, and strategic roadmap.
Serve as the single escalation point for the customer — triage issues, mobilize the appropriate Marco team, drive resolution, and close the loop with documented root cause and corrective action.
Identify continuous improvement and account growth opportunities; partner with Sales and Account Management to expand Marco's footprint where it serves the client.
Cross-Functional Coordination Partner with the Project Management Office (PMO) to ensure all installations and deployments are on-time, on-budget, and aligned with client expectations and business workflow. Coordinate with Service Operations to align SLA performance, dispatch priority, on-site response, and field technician scheduling for the account. Collaborate with Sales and Account Management on contract renewals, expansion opportunities, pricing conversations, and commercial strategy within the account. Work directly with the Billing and Finance teams to validate invoice accuracy, expedite dispute resolution, and protect the customer experience around billing and contracts. Engage Solution Engineering, OEM partners, and vendors to coordinate technical design changes and external escalations as required. Maintain a documented stakeholder map, escalation matrix, and RACI for the account so that the program is never a single-person dependency.
Partner with the Project Management Office (PMO) to ensure all installations and deployments are on-time, on-budget, and aligned with client expectations and business workflow.
Coordinate with Service Operations to align SLA performance, dispatch priority, on-site response, and field technician scheduling for the account.
Collaborate with Sales and Account Management on contract renewals, expansion opportunities, pricing conversations, and commercial strategy within the account.
Work directly with the Billing and Finance teams to validate invoice accuracy, expedite dispute resolution, and protect the customer experience around billing and contracts.
Engage Solution Engineering, OEM partners, and vendors to coordinate technical design changes and external escalations as required.
Maintain a documented stakeholder map, escalation matrix, and RACI for the account so that the program is never a single-person dependency.
Major Account Customer Delivery Coordinate installation, delivery, and walk-through activities across customer locations, sites, and departments — protecting business workflow and minimizing disruption to customer operations. Orchestrate end-user training and on-site walk-throughs in partnership with the client's business, IT, and operations leaders to drive adoption and proficiency. Maintain awareness of customer-specific requirements including data privacy obligations, IT change control, contractual terms, and the operational rhythm of the customer's business. Support contract setup, renewals, and amendments for the account, ensuring accurate processing in partnership with Billing, Legal, and Sales Operations.
Coordinate installation, delivery, and walk-through activities across customer locations, sites, and departments — protecting business workflow and minimizing disruption to customer operations.
Orchestrate end-user training and on-site walk-throughs in partnership with the client's business, IT, and operations leaders to drive adoption and proficiency.
Maintain awareness of customer-specific requirements including data privacy obligations, IT change control, contractual terms, and the operational rhythm of the customer's business.
Support contract setup, renewals, and amendments for the account, ensuring accurate processing in partnership with Billing, Legal, and Sales Operations.
General Maintain accurate, timely documentation of program artifacts in Marco systems (playbooks, runbooks, contact matrices, meeting minutes, action logs).
Maintain accurate, timely documentation of program artifacts in Marco systems (playbooks, runbooks, contact matrices, meeting minutes, action logs).
QUALIFICATIONS
Bachelor's degree and five or more years of relevant experience in program management, service delivery, customer success, or account operations; or equivalent combination of education and experience.
Demonstrated ownership of large, multi-site B2B customer accounts with formal SLAs and executive-level governance.
Working knowledge of large-customer business operations — workflow awareness, IT change control, data privacy considerations, and the rhythm of a complex, multi-site customer environment.
Experience operating in a matrixed services environment, coordinating across Project Management, Service, Sales, and Finance functions.
Managed services, managed print services (MPS), enterprise imaging, or enterprise IT services experience strongly preferred.
Experience with ticketing, ERP, and reporting tools (e.g., ServiceNow, Salesforce, Power BI, ConnectWise, or similar).
Program Management, Project Management Professional (PMP), PgMP, ITIL, or Lean Six Sigma certification preferred.
Valid Driver's License, proof of personal insurance, and an acceptable driving record.
REQUIRED SKILLS
Strategic thinking: ability to evaluate risk, connect big picture and details, and make appropriate tradeoffs across competing customer and internal priorities.
Executive presence and clear written communication; able to brief a client CIO or CFO and run an internal stand-up service with equal effectiveness.
Deep understanding of SLA-driven service delivery, including how to define, measure, report, and recover SLAs in a managed services context.
Proficiency with business collaboration tools including MS Office, project management platforms, CRM systems, service management solutions, and performance reporting tools.
Demonstrated ability to build strong working relationships within a team and across key stakeholders, including matrixed and cross-functional environments.
Excellent customer service skills, including the ability to de-escalate, soothe, and deliver the most efficient solution under pressure.
Strong analytical and organizational skills; proven ability to manage multiple competing workstreams in a dynamic environment.
Capacity to adapt to frequent changes, delays, or unforeseen circumstances while keeping the customer experience steady.
Natural curiosity and a learning orientation; actively seeks to deepen knowledge of the client's business and Marco's solution stack.
Self-starter with the ability to perform with little or no direct supervision; follows policies and procedures; supports organization's goals and values.
Proactive problem-solver who removes obstacles efficiently and leverages available resources to drive resolution.
Pay Range
$101,249 - $161,998 annually + 10% annual incentive plan
The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers .
Location
This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI
Application Deadline
Applications are continuously accepted until the position has been filled.
Locations
REMOTE, USA
About Marco Technologies LLC
IT Services & Consulting1240 employeesFounded 1973
Private U.S. business-technology provider serving organizations with managed IT, cybersecurity, print, voice, cloud, and security services.
