Program Manager

Were Social Mobile, one of the fastest growing technology companies in Florida. As a mobility solutions provider, we offer services critical to organizations that are looking to bring to market innovative mobile products. In laymans terms, you ask? Well, we design, engineer, and manufacture unique mobile solutions that enable some of the most interesting companies in the world (some of which you likely use regularly) to bring smart solutions to market quickly and efficiently, and then we deploy and support these large-scale fleets of devices to make our clients business operations even easier.

Our clients come from diverse industries, many of which form the cornerstones of our modern society, including healthcare, retail, defense and food delivery. So, in a sense, working at Social Mobile means youll be helping to enhance and streamline the functioning of our everyday lives.

Still reading? Well, heres what WERE looking for. The ideal Social Mobile employee is someone who is accountable, can work independently or as part of a team, and has an interest in propelling innovative technology into the broader ecosystem. Were looking for team members that will speak their mind, accept feedback, and continue to drive our growth.

If you think you fit the bill, and youre curious to hear more, wed love to see your application!

We are seeking a skilled and experienced Program Manager to join our team! The Program Manager will be responsible for fostering strong, value-driven relationships with clients, driving loyalty, and ensuring client retention. Collaborating cross-functionally with our Sales, Product, Logistics, and Professional Services teams to deliver a seamless and exceptional client experience, you will directly oversee the retention and overall satisfaction of our enterprise clients.

Responsibilities:

• Client Retention
  • Directly oversee the retention of large enterprise clients, ensuring satisfaction, adoption, and value realization.
  • Collaborate cross-functionally with Sales, Product, and Support, to optimize enterprise client outcomes.
  • Function as an executive sponsor and internal advocate for escalations related to enterprise clients, ensuring swift resolution of complex issues.

• Project and Change Management
  • Define project scope and create schedules that ensure timely delivery of project milestones.
  • Develop risk mitigation strategies, monitor risk factors throughout product deployment, and implement contingency plans as needed.
  • Work with client project teams and various stakeholders during all project phases.
  • Create schedule and project timeline identifying goals, hold project meetings, and present status updates to stakeholders.
  • Document, evaluate, and assess project results and presenting to management and clients. Documentation includes final status on schedule, overall outcome of project, lessons learned.
  • Monitor project progress and ensure deadlines are met and schedules are adhered to.
  • Understand clients setup, workflows, goals, and how they use products or services.
  • Maintain and update the issue tracker(s) with detailed information from clients and internal stakeholders.
  • Develop strategies to address potential challenge related to product alignment, support expectations, and overall client experience.

• Operational Efficiency and Strategic Oversight
  • Improve and optimize client onboarding experience.
  • Lead strategic initiatives such as major product implementations and migrations.
  • Collaborate with internal stakeholders to ensure alignment on enterprise client needs and provide input into broader CX strategies.
  • Enhance the client lifecycle management process by implementing robust systems for product requests, tracking, and reporting on both new and existing product capabilities.

• Metrics and Performance
  • Monitor and drive key performance indicators (KPIs) including client satisfaction, product adoption, and retention rates.
  • Ensure stakeholders are informed of clients progress, manage expectations, and gather feedback continuously redefine deliverables.
  • Maintain an in-depth understanding of Social Mobiles product suite and client needs to tailor support and solutions for enterprise clients.
  • Fully own documentation creation and management, internally and client facing.

• Employees will be required to adhere to Social Mobiles information security policies and procedures.

Requirements:

• Bachelors or Master's degree in Business, Computer Science, Information Systems or a related field.
• PMP certification required
• 10 years of experience in enterprise client success role
• 10 years of project management experience
• Experience with specific ERP systems (SAP, Oracle, Microsoft Dynamics Business Central)
• Knowledge of Git for version control, familiarity with Epic for project management, understanding of milestone tracking
• Familiarity with CRMS (PowerApps, Power BI, HubSpot)
• Highly effective use of Microsoft Office suite
• Proficiency in project management tools (Microsoft Project, Jira, GitLab)
• Exceptional analytical and problem-solving skills.
• Exceptional and clear communication skills.
• Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards.
• Excellent client relationship skills.
• Ability to thrive in high-pressure environments and manage multiple priorities and deadlines effectively.
• Understanding Enterprise Mobility Management (EMM/MDM) is a plus.