Program Manager, National Accounts

Job summary

The Program Manager will oversee service performance and governance for national accounts while coordinating issue resolution and strategic initiatives. They will partner with internal stakeholders to ensure customer commitments are met and drive account growth through proactive relationship management.

Job details

Securitas Technology Canada is a division of Securitas AB, the largest protective services provider in the world with over 370,000+ Securitas Heroes across the world. Securitas Technology Canada ffers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the STC Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets. Essential Functions: * Support assigned National/Key Accounts by managing service performance, coordinating issue resolution, and ensuring customer satisfaction. * Assist with contract renewals, negotiations, account profitability goals, and identifying opportunities to expand customer relationships. * Lead cross-functional program governance by partnering with internal stakeholders to review account performance, customer commitments, delivery progress, risks, and strategic initiatives. * Drive customer outcomes by coordinating issue resolution, escalating risks, removing delivery obstacles, and holding teams accountable to service expectations and implementation milestones. * Serve as a point of contact for customer concerns, ensuring timely and effective resolution. * Collaborate with District Managers and Directors to align on reporting, performance improvement initiatives, and strategies to support customer success. * Monitor delivery progress against customer commitments and proactively identify risks that may impact timelines, budgets, or deliverables. * Lead program-level customer meetings and governance reviews to align stakeholders on deployment schedules, dependencies, responsibilities, and delivery commitments across multiple projects. * Develop and update best practices, processes, and support procedures. * Gather and act on formal customer feedback to continuously improve service quality. Job Requirements: * 10+ years of experience in Program Management, Strategic Account Management, Customer Success, Service Delivery, or Operations Leadership. * Proven experience managing National, Global, or Strategic Accounts. * Experience leading governance reviews, executive customer engagement, and strategic planning initiatives. * Demonstrated ability to lead cross-functional teams and influence stakeholders without direct authority. * Excellent communication, presentation, and relationship-building skills. * Strong understanding of security technology solutions and service delivery environments. * Customer-focused mindset with experience driving satisfaction, retention, and account growth. * Highly organized with the ability to balance multiple priorities, customer programs, and deadlines simultaneously. * Experience managing customer escalations and driving resolution across multiple functional teams. * Skilled at identifying risks, driving accountability, and coordinating issue resolution across diverse stakeholder groups. * Ability to work independently with minimal supervision. Benefits: * Highly competitive salary * Flexible Work Arrangements * Full Benefits as of Day 1 * Retirement Plans as of Day 1 * Short Term and Long Term Disability * Paid vacation, holiday * Educational Assistance * Company Training Program * Exceptional growth opportunities Securitas Electronic Security is an Affirmative Action/Equal Opportunity

What you’ll do

The Program Manager will oversee service performance and governance for national accounts while coordinating issue resolution and strategic initiatives. They will partner with internal stakeholders to ensure customer commitments are met and drive account growth through proactive relationship management.

Requirements

Candidates must have 10+ years of experience in program management, strategic account management, or operations leadership. A strong understanding of security technology solutions and the ability to lead cross-functional teams without direct authority are required.

Benefits

• Competitive salary • Flexible work arrangements • Full benefits • Retirement plans • Short term disability • Long term disability • Paid vacation • Paid holiday • Educational assistance • Company training program

Listed skills

• Risk Management · Preferred
• Communication · Preferred
• Relationship Building · Preferred
• Conflict Resolution · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Program management
• Strategic account management
• Customer success
• Service delivery
• Operations leadership
• Governance reviews
• Executive customer engagement
• Strategic planning
• Cross-functional team leadership
• Stakeholder management
• Communication
• Presentation
• Relationship building
• Security technology
• Risk management
• Conflict resolution
• Cross-Functional Team Leadership
• Influencing Skills
• Customer Success Management
• Influencing Without Authority
• Accountability
• Account Management
• Alarm Monitoring
• Budgeting
• Strategic Planning
• Customer Service
• Customer Engagement
• Governance
• Leadership
• Milestones (Project Management)
• Negotiation
• Operations
• Performance Improvement
• Presentations
• Program Management
• Relationship Building
• Security Technology
• Timelines
• Coordinating
• Account Growth

Job areas

• Management & Leadership
• Security & Safety
• Customer Service & Support
• Consulting
• Technology
• National Accounts Program Manager
• Account Manager (General)
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products