Manager of Programs

Scope of the Role:

• Program Management:  Provide overall program oversight, working in partnership with Catalyst sales, product, operations, and finance teams, to execute high-quality projects and initiatives aligned to agreed outcomes, including schedule and budget.  Serving as the primary customer contact for your assigned projects, provide mentorship which includes product and operational best practices. Act as the escalation point for the team, working to quickly communicate and resolve issues.
  • • Review purchase orders and assist in negotiations.
    • Ensure formal handoff from sales to operations, including capturing key documents such as customer contract, key milestones/schedule, functional requirements, etc.
    • Provide project leadership, manage customers, partners, installers, vendors, and other players involved in multiple simultaneous projects; Plan and communicate assignments, schedule, etc.
    • Assemble the resources internally and externally to meet commitments. Qualify and hire subcontractors when needed.
    • Drive stakeholders to complete their portion on time and within budget. Ensure that Catalyst is paid promptly.
    • Drive continuous improvement through ongoing process refinement.
    • Provide dashboard metrics on a regular basis to support management reviews and business planning.
• Customer Care:  Work in partnership with Catalyst Manager of Operations & Customer to manage customer care, tools, and processes. Communicate across the business on the status and needs of customers. Grow sales of maintenance contracts by leading customer discussions regarding new capabilities, patches and upgrades, etc.   Ensure that the right solutions get implemented, upgrades and patches are timely, following Catalyst best practices.  Demonstrate the value of the maintenance program to new and existing customers; drive the creation of tools to promote and manage the program and create specific implementations for our major maintenance customers.
• Field Services: Work in partnership with Catalyst Manager of Operations & Customer care to ensure systems are deployed on schedule with high quality and that status and issues are promptly and thoroughly communicated across the business, with carriers, and other partners.  Work cross-functionally to create the tools and processes to achieve the above and to scale our business.
• Manage Beta test process with one or more customers for each new product and new release. Partner with Account (Sales) Management: Work alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention, adoption, and customer satisfaction; periodically engage directly in the sales process, specifically within existing accounts. Write Program Management and Customer Care sections of sales proposals.
• Sales and installation activities will primarily be for Interworking and Dispatch opportunities that include LTE PTT over Cellular with emphasis on 3GPP MCPTT for US public safety (state and local), federal, education, and utility markets.  Some international travel may be required.

Customer Care:  Provide overall program oversight, working in partnership with Catalyst operations team to manage customer care, tools, and processes.  Grow sales of maintenance contracts by leading customer discussions regarding new capabilities, patches and upgrades, etc.   Ensure that the right solutions get implemented, upgrades and patches are timely, following Catalyst best practices.

Field Services: Provide overall program oversight, working in partnership with Catalyst operations team to manage field services, tools, and processes to ensure systems are deployed on schedule and with high quality.

Manage Beta test process with one or more customers for each new product and new release.

Partner with Account Management: Work alongside Account Managers to ensure alignment with the efforts of the Account Management team to maximize retention, adoption, and customer satisfaction; periodically engage directly in the sales process, specifically within existing accounts. Write Program Management and Customer Care sections of sales proposals.

Sales and installation activities will primarily be for US public safety (state and local), federal, education, and utility markets.  Some international travel may be required.