Job Description
Job Description
MUST HAVE A VALID DRIVERS LICENSE
Requires travel to state offices around Louisville, KY
The Program Manager is responsible for supporting a specific program, Louisville, KY Metro Government, through providing technical support for SCRAM GPS and any other SCRAM products or services including analysis of SCRAM data and by positioning SCRAM Systems as the industry leader in offender monitoring with local, state and federal markets.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Assist in the development, coordination and implementation of SCRAM Systems customer support strategies with Account Manager, Regional Sales Manager and Director of Account Management
Gather input from SCRAM Systems teams to address critical areas or concerns, develop a follow up plan and clearly communicate with the Account Manager and all parties
Review the SCRAM Systems Reporting Package with customers to reinforce the use of standard reports for improved court communications and program effectiveness
Listen to customer concerns; develop plans and timelines for resolution and follow-up in a timely manner with the assistance of the Account Manager
Identify new ideas and/or improvements to SCRAM Systems programs by noting common issues or concerns within the customer base
Work with customers to understand current operational protocols and implement SCRAM Systems best practices
Work with customers in understanding current Inventory service cycles and equipment
returns/replacements/upgrades
Assist with the replacement of older product versions with new as technologies evolve and emerge
Effectively prepare equipment for use and installation to include maintenance and cleaning of all equipment
Provide proactive customer outreach and follow up on a regular basis to ensure customers are managing their programs and equipment effectively. Methods may include, but are not limited to onsite training, conference calls or webinars
Initiate and conduct initial training for new agency staff members with the assistance of agency supervisory staff and document efforts
Initiate and conduct regular refresher training for agency staff members and document efforts
Participate in internal and customer facing conference calls and webinars when applicable
Experience and Education
High School Diploma or equivalent required. Customer Support experience a plus. Bachelors in Criminal Justice or related field, preferred
Required Knowledge:
Knowledge of Corrections industry a plus
Basic knowledge of Microsoft Office Software
Experience:
Minimum 2 years' experience within the criminal justice system *
Skills / Abilities:
Self-motivated
Strong verbal and written communication skills, including excellent listening skills
Ability to effectively prioritize and manage multiple priorities
Excellent interpersonal skills with a positive, outgoing and 'can do' attitude
Team player who performs well while aligning team goals to activities with a win/win attitude
Highly organized with excellent follow up
Proficiency with Microsoft Office Tools like Word, Excel, PowerPoint
Other considerations:
Requires approximately 40% travel
Must have a valid driver's license and meet acceptable driver standards
Must reside within the assigned territory or an adjacent county
Must be able to pass a criminal background check
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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