Essintial Program Management Proficiency
Essintial’s Program Management team is comprised of three facets: Implementation, Account Management and Project Management. Together, these three separate teams ensure that all customer contracts are setup and managed efficiently and effectively, regardless whether it’s maintenance or project work.
Our experienced implementation team is primarily responsible for getting new projects and contracts setup from the get-go. They host internal and external startup calls to thoroughly review and identify the scope and requirements of individual contracts and compile detailed SOWs to kick off the work. It is at this stage that we assign one of our experienced account or project managers, as well as a contract administrator and together we work with the customer to create a schedule or project plan.
The implementation team is also responsible for identifying what ways the customer would like to place service calls and completes any necessary setup to ensure success across the board. The team creates any required phone scripts, guides or quick reference guides for field technicians and explains all requirements and expectations in great detail, ensuring the success of on-site field technicians.
Once this work is complete, the project or contract is handed over to either the Account Management Team or the Project Management Team, depending on the type of contract.
Our well-versed account management team is primarily responsible for managing maintenance contracts for all Essintial customers. They work hand in hand with implementation to kick off new contracts and accounts and then are responsible for maintaining open lines of communication with the customer, serving as their single point of contact and escalation point with 7×24 availability. It is their main objective to ensure all of our customers are satisfied with the maintenance services provided by Essintial.
Our project management team is primarily responsible for managing large-scale technology projects. They work hard to ensure that our customers don’t have to sweat the small details; they write documentation, train technicians, schedule and assign resources, track and monitor all touchpoints and ensure all deliverables are captured from on-site technicians. And, with a suite of tools and our Preferred Provider Network to back them up, this high-performing team makes it possible for us to repeatedly manage successful large-scale installations and refreshes for our customers.