SUMMARY: The Platinum Program Manager is responsible for working with large-scale or strategically important Platinum level end users. The Platinum Program Manager (SAM) will closely manage assigned customers by providing onboarding, supporting projects, and issuing and identifying business opportunities within customer organizations.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Those duties necessary to meet the minimum requirements of the position. To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

· Account management, relationship building, project coordination / management of the customer’s unique Symmetry applications

· Build relationships with customers, internal employees, and maintain consistent communication with our customers

· Conduct face-to-face Quarterly Business Reviews (QBRs) in person or virtually

· Prepare the meeting agendas, create and distribute meeting minutes, and fully prepare with all necessary documentation and updates for the customer

· Create and collect specific system documentation, dashboards and assist with the CRM

· Work to have timely Platinum SSA renewals

· Ensure the customer’s strategic goals are understood and offer suggestions to meet those goals

· Provide expert advice for the customers’ business and workflow process as they relate to our applications and provide ideas to improve their efficiency and operational effectiveness

· Identify areas where we can expand our Symmetry footprint and identify marketing opportunities

· Manage the customers’ needs and escalate issues to the AMAG Technical Support team, as well as coordinate and schedule resources needed to work on the critical items and projects

· Continuously work to improve the quality of AMAG Technology service delivery

· Identify and secure marketing opportunities for AMAG’s Marketing team, one piece of content per assigned account per year

· Collaborate with other business units, including Sales, Support, Engineering, Marketing and Product Management

· All other duties as assigned

BASIC QUALIFICATIONS: The basic qualifications listed below are representative of the relevant knowledge, skills, and/or experience required in order to be hired. These are requirements that we have determined are the minimum a candidate must have in order to be successful in this role.

Formal Education, Licenses, and Certifications Required:

· High school diploma or equivalent

Type and Length of Specific Experience Required:

· Minimum three (3) years of experience in the IT and/or security technology field interacting with customers

· Professional or educational background in enterprise applications, software, and services

Knowledge and Skills Required:

· Ability to navigate internally and work across multiple lines of business to ensure the correct resources are made available to support the customer

· Exceptional customer service skills

· Strong organizational, analytical, and interpersonal skills and the ability to execute with a sense of urgency as required

· Ability to manage and communicate with large external customers

· Strong documentation skills

· Excellent problem-solving skills

· Experience with customer networks and Windows Operating System

· The ability to work with a variety of people and personalities

· Willingness to travel

· Knowledge of Internet protocols and how they work (HTTP, SMTP, etc.)

· Understanding of networking topology, TCP/IP protocol, network configuration and components (firewalls, routers, etc.)

· Ability to communicate complex technical concepts effectively, both orally and in writing

OTHER RELATED ATTRIBUTES THAT WOULD ENHANCE HIRING CONSIDERATION:

These are other criteria that may enhance the hiring decision but would not rule out the candidate for consideration if not present.

· Account management experience in a tech business

· Project Management Professional (PMP) Certification

· Experience with project coordination

· College degree in Business or Engineering

PHYSICAL REQUIREMENTS AND ENVIRONMENT:

· Office environment with minimal to no exposure to extreme temperatures expected

· Major activities include working on PC while sitting, telephone use

· Physical effort is limited, to include some standing, bending, light lifting, and limited stretching and reaching

· Must be able to submit to drug screening to the extent permissible by law

· Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in S Chelmsford, MA 01824