Public Safety Solutions Program Manager

Our New Teammate

The Program Manager leverages their leadership skills, industry knowledge, and technical skills to develop, implement and lead a customer centric program. The Program Manager promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. They work closely with customer leadership and Skyline BD to help identify new opportunities for Skyline to solve customer problems.

The Program Manager plays a critical role in ensuring customer satisfaction and driving the success of products and services within the organization. This role requires a combination of industry knowledge, technical knowledge, strong communication skills, and a customer-focused mindset. The Program Manager acts as a liaison between Skyline and its customers, providing support, guidance, and proactive engagement to maximize the value and utilization of service offerings.

The Program Manager owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery while maintaining excellent customer service. The Program Manager manages overall delivery commitments to the customer as the single point of delivery accountability for meeting delivery targets, service excellence, and operating within the financial model and is the principal contact for all service operational and tactical issues for the client. The Program Manager develops and nurtures an excellent client relationship at the senior management and executive level.

This position requires onsite, local presence in the Maryland/DC Metro area. The delivery teams supporting this client are located primarily in Maryland with some staff in the contiguous US states. The successful candidate would be required to attend delivery / customer meetings at least once a quarter in Maryland within close proximity to the Baltimore/Washington International Airport.

Our vision for customer experience is to be organizationally aligned with the expectations and goals of our strategic customer segments; consistently creating a seamless, transparent, and frictionless environment that fosters mutual growth.

This position will report to the Program Management Director with dotted line to the Video Platform Director.

Job Responsibilities - What to Expect

• Program Management including stakeholder, financial, risk, and scope.
• Establishing and managing customer relationship, listening to our customer via regular meetings and site visits, coordinating efforts of internal service delivery teams, business development, and ensuring the customer perception is favorable and co- creation of value is achieved for both Skyline and the customer.
• Identifying opportunities for upsell/cross sales and work with business development to establish new solutions that complement existing customer needs; driving strategy at all levels of government.
• Managing client escalations, actively listening to gain a thorough understanding of issues, and working internally to resolve issues without further escalation.
• Preparing customer and internal reports to ensure our delivery align with contractual obligations and established budgets.

Your Knowledge & Expertise

• 10+ years of experience in an IT-related customer-facing role
• 7+ years of program management experience
• Experience overseeing programs of at least $2 million in revenue per year.
• PgMP or PMP desired
• ITIL Foundation desired
• ITSM experience
• Background in IT, cyber security, data governance, and networks
• Experience in the state or federal public safety industry.
• Experience with state, federal, or public safety procurement and grants.
• Strong ability to self-manage, work closely with many different teams and types of people, and drive tasks to completion with minimal oversight.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Analytical mindset with the ability to analyze data, draw insights, and make data-driven recommendations.
• Problem-solving skills with the ability to navigate complex situations and resolve customer issues effectively.
• Strong organizational skills, with the ability to prioritize tasks and manage multiple customer accounts simultaneously.
• Customer-centric mindset with a passion for delivering exceptional service and driving customer satisfaction.
• Familiarity with customer success platforms, CRM systems, and support ticketing systems is a plus.

Benefits Included:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• FSA Plan
• Paid Time Off
• 401K Retirement Savings Plan
• Training & Tuition Assistance
• Disability & Life Insurance