Kelly Services Account Program Manager - Minneapolis, MN in Minneapolis, Minnesota

The Account Program Manager role is instrumental in Kelly’s overall success with multi-level clients utilizing multiple products/solutions, and with opportunities for global expansion. He/she will serve as a strategic partner to the client offering consultative services, providing process recommendations, benchmarking, reporting, cost savings guidance, when possible, and will provide overall guidance on account strategy for the service team. Daily operational responsibilities include, but are not limited to, oversight of the Innovate (Master Vendor with Technology Solution) and operational relationship; business development and retention; consultative selling and the development of client-focused solutions; client engagement; adherence to contractual SLAs, and ensuring all Kelly staff understand and deliver against client processes, procedures, and policies. The success of this individual will be highly impacted by their ability to communicate effectively, establish strong working relationships with the client, and the development of effective partnerships with the relevant Kelly support functions (e.g., client relationship teams, GSR, sales support functions, and OCG).

Business Development and Client Retention

  • Maintains thorough understanding and knowledge of client’s business, industry, trends, key strategic objectives, processes, and current events

  • Understands and can articulate the features, advantages, and benefits of Kelly’s entire suite of products/solutions, services, and offerings

  • Increases Kelly’s overall revenue with this client

  • Develops new business across multiple products and solutions by expanding to additional client departments and divisions

  • Provides input and support to the overall Commercial, PT and OCG account strategy

  • Seeks out new relationships with multiple client stakeholders and decision makers across the client’s organization (e.g., Division Business Leaders, line managers, Safety, HR, procurement)

  • Utilizes NPS results to drive and develop client engagement and effect client outcomes

  • Researches the client’s business and structure and seeks opportunities to create demand generation and value

  • Provides thought leadership to the client (e.g., best practice presentations, cost savings recommendations, diversity measures, reporting)

  • Invests time in client-facing activities to understand their needs

  • Identifies cross-selling opportunities and engages the appropriate COE team member

  • Partners with Kelly specialists to ensure that we are developing tailored solutions and evolving the Innovate (master vender w- tech) solution to meet the needs of the client

  • Articulates the value of Kelly products, solutions, and services versus those of our competitors

  • Participates in the development and delivery of business reviews

Account Management

  • Participates in the coordination of solutions among all internal key stakeholders

  • Acts as liaison to deliver and share best practices across multiple account on-site branches within client account

  • Directly oversees the daily management of VMS technology with or without a dedicated VM specialist or specific PS Managers

  • Builds relationships, provides continuous communication, and manages all secondary and competitive bid supplier relationships including, but not limited to, supplier selection, on-boarding/off-boarding, VMS support, end user communications

  • Provides technical VMS support to internal and external VMS end users including reporting and configuration guidance as needed

  • Monitors operational activities to ensure Kelly is meeting or exceeding contractual service level agreements

  • Monitors service delivery team to ensure prompt quality, professional service deliverables

  • Establishes a strategy to ensure compliance with client’s diversity supplier metrics

  • Serves as the point of contact for Talent Solutions Recruiter/Manager escalation issues; works with the service team to develop action plans that resolve client and/or candidate issues; monitors results to ensure action plans are effective

  • Participates in the development and execution of the implementation strategy for client programs

  • Participates in quality practices utilizing the KQMS

  • Challenges processes or systems that limit innovation or growth; champions process improvement

  • When necessary, assists Talent Solutions Recruiters/Managers with management of temporary workforce (e.g., coaching, counseling, terminations, co-employment, sexual harassment investigations

  • Analyzes and reviews reports and statistics, taking action when necessary. Creates ad hoc reports as required

  • Develops strategies to maximize candidate retention

  • Kelly Relationship Management & Team Building

  • Provides guidance to employees to successfully navigate/manage within a matrix environment

  • Clearly communicates roles and responsibilities and hold employees accountable for delivering results

  • Instills client focus and sense of urgency in service team

  • Drives collaboration among individuals, teams and across businesses

  • Provides feedback and coaching to the service team to ensure client expectation are being met

  • Provides regular constructive feedback and development discussions with employees


  • High School Diploma or equivalent, Marketing or field relevant experience

  • Demonstrated experience in screening, hiring, orientating, training, assigning, and managing, temporary employees. Must also be able to market candidates and negotiate salaries.

  • Must be able to manage in complex and matrix environments with multiple stakeholders including management of multiple suppliers.

  • Ability to develop strong working relationships with all levels is essential

  • Good communication (both verbal and written), negotiation, interpersonal and decision making skills are required. Individual must be able to function independently, yet know when to get management involved. Must be comfortable presenting and influencing many levels of management both within Kelly and clients.

  • Must be innovative in their approach, willing to take risks and operate successfully in ambiguous situations

  • Attention to detail, with the ability to multi-task, use sound judgment, and prioritize

  • Strong leadership, problem solving, analytical, and decision making skills required

  • Must have proficient computer skills including Word, Excel, and PowerPoint

  • Ideal Candidate will have experience with one of the following:

  • 1-2 years working with a VMS, procurement, or similar business objects technology system

  • Sales experience preferred

About Kelly Services®

As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly® has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.

EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.