Program Manager, Key Accounts

Brady Corporation is seeking a dynamic Program Manager for Retail Key Accounts to join our Engraving Solutions business, which sells through our Brady and Gravotech brands. 

This role is responsible for ensuring the successful execution of personalization programs and projects for our most strategic customers. This individual acts as the central coordinator between Key Account Managers (KAMs), Application Specialists, engineering teams, and Field Service to drive the implementation of new opportunities and the continued success of existing customer programs. 

The Program Manager translates customer needs into technical requirements, manages project timelines, oversees the creation of essential customer documentation, and ensures a seamless transition from sales opportunity to successful deployment and ongoing service. A significant portion of the coordination and project management for this role will be executed within Salesforce. 

• Lead the planning, execution, and final delivery of complex projects and programs for Retail Key Accounts, ensuring they are completed on time, within scope, and aligned with customer expectations.
• Work closely with the team to deeply understand customer goals, technical requirements, and desired outcomes.
• Define and manage project scope, goals, and deliverables in collaboration with stakeholders.
• Develop and maintain detailed project plans, timelines, and status updates.
• Proactively identify potential risks, dependencies, and issues, developing mitigation strategies as needed.

• Bridge the gap between customer needs and internal technical capabilities for hardware and software.
• Decipher software and machine capabilities while articulating how they directly address specific customer requirements.
• Oversee and drive the creation of customized solutions, including coordinating necessary modifications to software and machines with the engineering teams.
• Manage the process for creating and finalizing templates for customer use.

• Coordinate sample creation and testing logistics in collaboration with the Applications team.
• Manage all aspects of project implementation scheduling, including coordinating shipping logistics.
• Work directly with the Field Services team to schedule and coordinate machine installation and customer orientation services.

• Manage the creation and maintenance of essential customer-facing media and documentation to assist customers in optimizing the use of their equipment for specific applications.
• Content creation may include, but is not limited to: videos, One Point Lessons (OPLs), application-specific guides, and detailed visual instructions.
• Collaborate with the Field Services team to establish service contracts and manage warranty renewals, ensuring customers have continuous support.