Support Program Manager Resume Sample

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Boris Wilkinson
1523 Nyasia Walk,  Los Angeles, CA
+1 (555) 148 6582

Work Experience

Academic Support Program Manager
01/2016 - PRESENT
Detroit, MI
  • Understand and demonstrate the department mission
  • Maintain a level of knowledge around the process & changes
  • Prioritize work tasks and issues
  • The ability to be hands on and take requirements gathering and project spec’ing when required
  • Work across highly technical cross functional teams
  • Work up/down level interactions with peers of all levels from front line analysts to high level executives
  • Customer Targeting – select key target accounts by analysis with Sales Mgr, Segment Marketing, and CRM
  • Develop Marketing & Sales Promotion Program – for each selected target account, develop key programs as door opener or deal closure tool through collaboration with key stakeholders
  • At least ten (10) years of experience in managing large software engineering or information technology projects is required. At least five (5) years of demonstrated cost, schedule, and performance engineering management responsibility and accountability
Patient Support Program Manager
01/2013 - 09/2015
Los Angeles, CA
  • Experience working in quality assurance (QA) methods and tools applicable to tasked projects and experience with general accounting or management activities
  • Experience in preparation and analysis of financial statements and invoices, software testing and integration, and demonstrated knowledge of system and project life cycles
  • Expert level written and oral communication skills are required, including experience making presentations to large gatherings of senior stakeholders
  • Comfortable working in ambiguous and changing environment as the business grows and evolves
  • MBA or BS in Business, Marketing, Software Engineering
  • Project/program management experience with extensive experience in process development
  • Strong understanding of the product development / services methodology lifecycle
  • Experience working with enterprise software development, operations, support or QA
Technical Support Program Manager
08/2006 - 12/2012
Detroit, MI
  • Excellent verbal and written communication skills, with the ability to lead structured meetings
  • Be multi-task effectively and thrive in a fast-paced, dynamic environment without close guidance or supervision
  • Comprehensive knowledge of ShoreTel products and services
  • Customer support experience
  • Background in telecom and cloud technologies
  • Energetic, passionate and self-motivated with strong work ethic and hands-on approach
  • Detail oriented with strong interpersonal relationship skills


American InterContinental University (AIU)
2002 - 2006
Bachelor's Degree in Business

Professional Skills

  • Ethics - Demonstrates high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures
  • Problem solving skills with an ability to act proactively to ensure high quality outcomes
  • Highly motivated to learn new skills/technologies and remain up-to-date with the latest trends; real passion for solving technical problems
  • Experience with Digital Customer experience (Web, Social Media, digital tools) and Web Content Management
  • With a positive attitude, demonstrate the ability to effectively participate in a team environment that promotes the company’s goals and objectives
  • Experience interacting with technical and non-technical groups, spanning all organizational levels
  • More than 3 years experience collaborating with cross-functional teams

How to write Support Program Manager Resume

Support Program Manager role is responsible for leadership, training, database, oncology, telephony, design, research, digital, telecom, software.
To write great resume for support program manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Support Program Manager Resume

The section contact information is important in your support program manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Support Program Manager Resume

The section work experience is an essential part of your support program manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous support program manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support program manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Support Program Manager resume experience can include:

  • Strong collaborative and interpersonal skills, specifically a demonstrable ability to effectively guide and influence within a dynamic matrix environment
  • Interact effectively with all levels and functions
  • Effective prioritization. Able to juggle responsibilities across multiple issues
  • Eager to learn new technologies and develop technical skills
  • Experience in one or more of the following areas Program Management, Product Support Management, or Customer Support
  • Professional experience supporting one or more Smart/Connected Products

Education on a Support Program Manager Resume

Make sure to make education a priority on your support program manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support program manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Support Program Manager Resume

When listing skills on your support program manager resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical support program manager skills:

  • Excellent presentation skills, strong leadership presence
  • Have demonstrated ability to communicate orally and in writing with a positive customer service attitude
  • Solid grasp of Wireless/Wi-Fi troubleshooting methodologies
  • Experience troubleshooting Smart Home devices like Nest, Ecobee, Philips Hue, Wink, Smartthings, etc
  • Experience of working with basic IT systems, with the ability to learn new programs/portals in an efficient manner
  • People management experience (managing Health Care Professionals) is an asset

List of Typical Experience For a Support Program Manager Resume


Experience For Academic Support Program Manager Resume

  • Demonstrable experience leading cross-functional teams
  • Identify process and procedure improvements necessary to increase efficiencies and the customer experience
  • Ensures that any issue is resolved quickly or gets escalated to the appropriate level
  • Identify opportunity to enhance year over year revenue growth and customer retention
  • Communicate the “voice of the customer” internally and externally through participation in day to day issues
  • Drive the escape / crisis management process with timely communication when delivery or quality issues impact customers

Experience For Patient Support Program Manager Resume

  • Responsible to ensure compliance to our customer contractual obligations
  • Manage ambiguity and affect change in situations of limited direct responsibility
  • Low risk Straightforward legal and commercial issues
  • Participate in new product launch activities to enable a fulfilling post sales customer service experience and monitor the customer relationship and health of products during its life cycle by analyzing global service data
  • Lead cross-functional teams within our global sales operations organization to ensure we provide exceptional customer support for new audio-for-video products
  • Serve as the customer support subject matter expert for all in home audio programs. Help identify trends in software, firmware or hardware performance and facilitate the gathering of customer service data to assist in root cause analysis
  • Identify opportunities to improve systems and processes, present clear business cases to gain support from stakeholders, and work effectively across organizations to implement solutions
  • Maintain project plans and provide regular status updates to key stakeholders

Experience For Partner Support Program Manager Resume

  • High level of accountability to deliver on tasks and expectations that deliver patient value on an urgent and planned basis
  • Bilingual in E/F is an asset
  • Collaborates with customer to determine specific needs and recommend potential solutions
  • Develops, prepares and delivers presentations to customers and internal organizations
  • Answers customer phone calls and responds to customer requests via electronic and other media

Experience For Technical Support Program Manager Resume

  • Responds to customer and facilitates delivery problem resolution
  • Enters, tracks, monitors and coordinates customer material, delivery requirements and returns for customer orders
  • Coordinates collection and processing, and analyzes supplier and/or customer data and/or information regarding ordering and/or delivery of spare parts, provisioning products or related services
  • Analyzes customer spare parts requirement inquiries, facilitates responses and resolves delivery problems
  • Responsible for communicating Customer Service processes to IT development teams. Understand and document Customer Support processes necessary for implementation into ERP and CRM systems
  • Review process and suggest process changes as necessary before implementation of ERP and CRM systems Ensure process changes fit the current business needs, and are streamlined for maximum effectiveness
  • Key member of ERP and CRM project team representing Customer Support

Experience For Brand Support Program Manager Resume

  • Project or program manager in respect to design and development of Customer Support process needed for ERP and CRM systems. Manage and develop training plan for Customer Support team in regard to ERP and CRM system before “Go-Live” implementation
  • Managing Telephony in terms of interconnecting all our offices in an effort to provide customers a single point of contact for all customer support related issues such as Order Entry, Order Changes, Order Status, Price/Delivery, Expediting and RMAs
  • Applies in-depth understanding of budget management principles and practices to develop and administer project or operating budgets. Ensures work statement is completed on-schedule and within budget
  • Focus on strategic projects specific to support processes, tooling, self-service, knowledge management, and overall customer experience
  • Establishes partnerships and relationships with customers, stakeholders, peers and direct reports
  • Implements policies, procedures and documents to ensure consistent execution of processes within work group in support of Boeing and regulatory requirements. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc

Experience For Sales Transaction Support Program Manager Resume

  • Forecasts resource needs and obtains and manages personnel, facilities, services, equipment and tools to meet project and daily operating requirements. Acquires, deploys and schedules personnel to meet project and operational objectives
  • Work with the larger Support organization to manage customer escalations as necessary
  • Create processes that scale and meet the needs of the business and our customers
  • Lead direct reports and monitor individual contributor performance
  • Collaborate with team to identify, monitor and report trends
  • Strategically review current tooling and processes for future solutions specific to customer experience, self-service, case deflection, tooling/automation, acquisitions, and more
  • Position is based in San Francisco, San Jose, Plano, TX, or McLean, VA

Experience For Customer Support Program Manager Resume

  • Leadership within a Global Customer Support / Technical Support organization
  • Familiarity or experience working with and improving support ticketing systems and quality control methodologies & standards (ITIL, Six Sigma, ISO, TQM, PMP others)
  • Good knowledge of Splunk general concepts desirable
  • Proactively identify and implement process based on past experience and root cause analysis
  • Strong work ethic and ability to thrive in a fast-paced environment
  • Resolve critical cases after hours as needed

Experience For Product Support Program Manager Resume

  • Willingness and ability to advocate for the Splunk culture
  • Leads new product Entry Into Service initiatives
  • Lead change management communication as it relates to business policies and systemic process changes
  • Lead and influence across functional organizations to achieve customer and Honeywell objectives
  • Take full responsibility for incident, problem management and customer escalation activities
  • External customer management, escalations and interaction related to product support
  • Own and actively use one or more Smart/Connected products
  • Resourceful self-starter. Able to excel without pre-defined processes, templates, or tasks
  • Monitors performance metrics

List of Typical Skills For a Support Program Manager Resume


Skills For Academic Support Program Manager Resume

  • Leadership skills with an ability to instill confidence and alignment on the program strategy
  • Data visualization experience using MS Excel, Tableau, etc
  • Experience working in an environment to ensure full compliance of PSP with company standards and SOPs (AE, PV, QA, etc)
  • Proven success working directly with customers within a technology company
  • Experience with rare diseases is an asset

Skills For Patient Support Program Manager Resume

  • Demonstrate high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures
  • Target 3-5 year work experience
  • Experience with DIY and/or professionally installed home automation systems, technologies and software-based user interfaces
  • Managing our partner vendors with specific attention to aligning on resourcing requirements, overarching costs and satisfactory fulfillment of contract KPIs
  • Working knowledge of the consumer and commercial bank business as well as wealth management
  • Formalizing patient support program strategies in line with patient value principles and business goals and objectives
  • Establishing trust and credibility with customers, peers and Unit leadership
  • Meeting one’s objectives
  • Tracking trends and movement in the patient support program data in order to drive valuable insights and design forward thinking solutions

Skills For Partner Support Program Manager Resume

  • Attending Advisory Board or Regional Consultancy Meetings for RNs and MDs and acting as a facilitator or presenter as required
  • Liaising directly with the Commercial Solutions Lead (Product Manager) in relation to coordination of program activities and all relevant patient materials
  • Managing the inventory of materials required to support the program
  • Assist the organization with tasks, such as filing, data entry, scheduling, and customer follow up
  • Responds to customer inquiries and provides information regarding Boeing products, services, processes and operation
  • Partner with product management and development teams, working directly with engineering to resolve core product issues

Skills For Technical Support Program Manager Resume

  • Familiarity with debugging and troubleshooting software
  • An understanding of IoT technologies such as IFTTT, Zigbee, Z-Wave and other API integrations
  • Prepare documentation for quotes for new and existing customer
  • Maintains all filing and keeps accurate records of all customer account details
  • Work safely following all health, safety and environmental rules and policies
  • Apply common sense understanding to carry out instructions delivered in written, oral, or diagram form
  • Continually look for ways to increase efficiency and productivity, while maintaining the required level of quality

Skills For Brand Support Program Manager Resume

  • Talented communicator, who can proactively and positively communicate with all stakeholders, including direct interaction with patients
  • Creates, maintains and advances customer relationships, develops an understanding of customer culture and business strategies
  • Responsible for customer account health and providing world class customer support
  • Advises customers regarding status, changes or improvements of orders and follows up with customers on issues related to their accounts
  • Uses multiple Boeing computer systems in a fast paced high stress environment
  • Interfaces with customers and internal Boeing resources
  • Provide day-to-day management for 3rd party vendor relationship providing Tier 1 / Tier 2 level support

Skills For Sales Transaction Support Program Manager Resume

  • Create, implement and enhance internal reporting, and other processes to optimize team productivity
  • Communication as a core strength. Heavy focus on using data to articulate a story or an issue
  • Provide day-to-day management for 3rd party vendor relationship providing Tier 1/Tier 2 level support
  • Provide regular reports to track the progress made including metrics and measures for customer support operations
  • Closely work with training team to enable implementation and accelerate adoption of products
  • Familiarity and confidence in using Microsoft Word, Excel, PowerPoint, and Visio
  • Able to adapt to frequent changes, challenges; willing to wear whatever hat gets the job done
  • Superior MS Excel and PowerPoint knowledge
  • Be proficient in the management of help desks in a multi-server environment and have comprehensive knowledge of PC operating systems (e.g., DOS, Windows), networking, and mail standards

Skills For Customer Support Program Manager Resume

  • Have experience that includes information system development and network and other work in the client/server field or related fields
  • Experience in reimbursement is an asset
  • Experience in proposal processes
  • Possess an understanding of clinical workflows and their dependencies upon the desktop operating environment including all major clinical applications
  • Earned Value Management Silver Medallion certification
  • Proficiency with JIRA Service Desk administration

Skills For Product Support Program Manager Resume

  • English proficiency as primary language (Written, verbal)
  • Support the development of an enhanced branch sales process for Citigold as branch formats change, clients engage differently with Citi (digitally) and systems and tools are updated
  • Ensuring the patient support program is meeting or exceeding stakeholder expectations in order to support financial targets of the brand (Gross/net sales, OPEX, EBIT)
  • Managing the program budget, with focus on long term value creation. Approves all related expenses and invoices, in addition to managing and justifying program related expenditures
  • Collaborating with stakeholders across the organization to ensure we are optimizing processes, fully compliant with mandatory SOPs, and providing a best in class experience to patients
  • Liaising with the National Sales Manager (Ecosystems Lead) and HCP Partners (Territory Managers) to ensure the program meets or exceeds customer expectations, and find solutions to local customer issues and opportunities
  • Holding accountability for the vendor’s patient support portal, and engaging with all necessary stakeholders to ensure accuracy of input
  • Ensuring the accuracy and weekly delivery of a patient enrollment report by territory
  • Undertaking regular field visits to assess Nurse Case Manager service level to HCPs, and to identify/resolve any barriers or challenges to great HCP/patient service in the territories; field visits can include NCMs, HCP Partners, Rheums, Derms, nurses

Skills For Biometric Support Program Manager Resume

  • Play the lead PSP role and be an active contributor at Customer Table and iPVU Cross Functional meetings
  • Analyze Customer trends and develop reports, dashboards and other internal tools that provide actionable data in support of the KPI’s within the Partner Support function
  • Measure, monitor and report on KPI’s with client as well as internal standards
  • Provide primary regional interface into support organization for other lines of business by establishing operational relationships across our field organizations
  • Act as an escalation point for high severity customer issues that arise from the partner, directly from customers or from other Nutanix functions
  • Maintain customer reports by key customers in support of account managers

Skills For Citigold Sales Support Program Manager Resume

  • Prepare quotations as directed by the Regional Customer Support Manager
  • Receive calls from customers, communicate any critical customer issues, reports directly to the customers
  • Maintain appropriate documentation for assigned accounts
  • Import and Export Compliance assistance
  • Own the customer relationship and satisfaction – constant drive to ensure all aspects of the customer relationship is managed
  • Drive to ensure the utilization of customer service best practices and utilizing consistent communication including all reporting documents, performance reports and quarterly business reviews

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