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The President, Global Partners is charged with overseeing our largest and most strategic clients. The leader is responsible for liaising with decision makers and influencers at global, Fortune 1000 corporations to ensure we’re exceeding their expectations for service and delivery. This role is the primary operational point of accountability for these complex and multi-site clients–ensuring consistent service standards, contractual and regulatory compliance, and client satisfaction.

The President of Global Partners is responsible for deploying the right talent with the right process and discipline to exceed our most complex clients expectations. The ideal candidate comes with operational rigor, client-facing polish, and the ability to work with a distributed and diverse workforce. We’re looking for an experienced professional with a broad network, and a background in security services.

Responsibilities:

Global Account Planning and Oversight

Coach VPs to adhere to best practices in client retention and growth plans; ensure account plans are up to date and actionable
Sponsors Quarterly Business Reviews (QBRs) with account owners, ensures service and KPI reporting with every global account
Empowers account owners to surface upsell opportunities, working closely with the CRO and VP Sales, Global Partners
Assess risk and opportunity within book of business on an ongoing basis
Leads or participates in pitches and proposals to expand footprint

Relationship Management

Builds trusted executive-level relationships to help VPs expand reach

Acts as senior operational escalation point for client issues, service disruptions or critical incidents

Anticipate trends in customer expectations and evolve strategy and best practices accordingly
Proactively checks in with key executive to support account planning

Operational Excellence

Support or sponsor new client transition planning
Builds business case for personnel or infrastructure additions to support business needs
Design and implement service standards, checklists, and operating procedures
Balance consistency with compliance to local regulatory and labor requirements
Drive alignment among regional operational teams
Hold performance to a high standard, developing talent at all levels
Refines playbook for continuous improvement
Manages to P&L, reporting out on progress vs. benchmarks

Internal, Cross-functional Leadership

Partner with various internal groups to deliver on client’s expectations, including HR, recruiting, compliance and IT teams
Support onboarding of new sites and services by mobilizing cross-functional teams to meet milestones and desired outcomes
Lead change management for support systems roll-outs, tech integrations

Risk, Compliance and Incident Management

Support response, investigations and corrective action plans for critical incidents
Establish and reinforce escalation protocol
Identify emerging business risks and trends and implement mitigation strategies
Ensure compliance with client requirements, contractual and legal standards, local laws and industry standards

Experience:

5-10 years of experience in security operations, global account management and/ or multi-site delivery
Success in client-facing roles involving executive stakeholders
Experience managing P&L and large operational budgets
Project management certification preferred
Familiarity with labor laws, licensing and regulatory structures across states or regions

Skills and Behaviors:

Operational excellence and drive for efficiency
Calm under pressure, in face of crisis or incident management
Data-driven decision-making and performance management
Executive communication and presentation skills
Influences outside of span of control with ease

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