Customer Program Manager

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Job Description:
The Customer Program Manager maximizes customer satisfaction and Widevine profitability by effectively managing customer/partner relationships. At Widevine, the CPM will work with legal contracts, project schedules and financial spreadsheets to ensure a successful business relationship with our customers and partners. The CPM may manage both customer and channel accounts.

Responsibilities:

• Act as a business manager for Widevine's relationship with customers and partners.
• Work collaboratively with Widevine Sales, installation, finance, and support teams to ensure new customers have a smooth installation experience and ongoing business relationship with Widevine.
• Act as a primary point of contact for customers and partners within the Widevine organization and build a successful business relationship.
• Ensure both Widevine and customers are in compliance with contract terms.
• Achieve overall financial goals for new revenue growth of existing accounts (quota).
• Act as customer advocate within Widevine organization, prioritizing and escalating issues and providing resolution recommendations.
• Review and improve upon the financial aspects of the Widevine and customer business relationship. Be continually attuned to opportunities to increase revenue or reduce costs.
• Manage contractual and quoted deliverables to customers.
• Lead internal and external teams to define, establish and communicate program objectives, scope, schedule and expectations. Provide frequent feedback and corrective action where required.
• Work closely with Widevine Sales and new customer prospects to negotiate, revise and close the customer contracts. Work closely with Widevine management team members to review and approve contract changes.
• Conduct team meetings and customer (partner) conference calls, provide status reports internally and to customers (partners), document decisions, leave an audit trail and publish lessons learned.
• Communicates with customers frequently and strives for 100% customer satisfaction.

Required Qualifications

• 5 years experience in account management for large enterprises (or equivalent experience), with specific focus on Telco’s and cable operators domestically and internationally.
• Developed ability for “up selling” and driving new and growth revenue from existing accounts
• Exceptionally strong organization skills
• Strong ability to multi-task
• Proven ability to manage simultaneously multiple customer accounts
• Prior project management experience with demonstrated ability to manage scope, schedule and cost.
• Ability to work with a variety of Widevine customer contract templates, provide revised contractual language recommendations to Sales and management team to address specifics of each customer relationship, and to ensure approvals of such.
• Strong communication skills including the ability to organize and present a variety of project and financial data on customer accounts.
• Prior experience working with MS Excel spreadsheets to organize and present project and other customer related financial data.
• Software application experience, including Word, PowerPoint, Excel, Adobe Acrobat, and a demonstrated ability to learn new applications as may be required
• Ability and willingness to learn the Widevine software application
• Demonstrated ability providing presentations to groups (internally or customers/partners)
• Flexibility and sense of humor
• Bachelors degree

Preferred Qualifications

• Experience with implementing video projects that deliver digital television, Video-On-Demand, Pay-Per-View and Internet services over a television
• Knowledge or understanding of TCP/IP, networking principles, routers and switches.
• Software application experience with MS Project and MS Visio.