Program Manager- Event Services

SummaryThe Program Manager role serves a billable, customer-facing service function in support of Interact Now ? Thomon NETg?s Virtual Instructor Led Training solution. DescriptionThe PM actively drives the day to day client support associated with publishing & managing live and self-paced learning ?events.? Serving as the event project lead, the PM is responsible for managing resources and customer requirements while communicating event details to the Event Services Team, which includes Help Desk, Event Support, and Production Services. The PM works closely with a Client Services Manager (CSM) who is responsible for the overall management of the client account. In addition, the PM is a vital voice in the product maintenance and development process, actively participating in product roll-outs, including beta & QA testing, to ensure product meets user needs. During the daily use of the software, the PM provides critical feedback for product improvement.

The position reports into the Director of Event Services and works closely with the client services and product development teams.
1. Serve as Project lead for the management of live & self-paced web cast events.
2. Customer Support as Subject Matter Expert on best practices & use of NETg?s proprietary software publishing capabilities, including client account set-up, configuration and ?fast-track? training.
3. Consult with customer on virtual instructor led training best practices, including enrollment, program marketing, audience preparation, program design, content development, presenter guidance and expectations.
4. Manage client engagement and implementations, including kick-off meetings, project status meetings, project status reports, production & event support requirements, and post-event debriefs/ journal entries.
5. Provide program-specific support to NETg customers, including live event management or self-paced program production.
6. Provide program management and a/v production expertise as it relates to full-scale production events.
7. Coordinate internal and vendor resources, supporting customer implementation/programs.
8. Create program elements as needed, including, PowerPoint, Flash, web graphics and HTML.
9. Provide timely and professional customer and internal program debriefs.
10. Participate in the Interact Now product development process, driving resolution of product defects or new enhancements to the technology.
11. Manage & drive customer issues to resolution.
12. Actively own the customer?s event needs and drive overall customer success and satisfaction.
Qualifications1. Requirements: 2+ years customer service/client management/virtual training experience
2. Solid understanding of project management and account management
3. Web publishing experience (HTML, web graphics) and strong understanding of web-based applications/technologies
4. Strong communication skills- able to lead project meetings via conference call and face to face
5. Understanding of contract administration, statements of work and invoicing
6. Ability to effectively multi-task and excel in demanding, time-critical environment (live program delivery)
7. Experience with audio/video production elements.
8. Strong organizational skills
9. Travel and evening/weekend work, as needed
10. BA/BS in relevant field required