Program Manager, Service Adoption

Job Description Summary

The Program Manager, Service Adoption is responsible for driving participation, onboarding, and successful implementation of the Premium Support program. This role blends program management, sales enablement, technology deployment coordination, and ongoing lifecycle tracking. The Program Manager engages prospective participants, explains the Premium Support offering, guides them through the decision process, and facilitates contract execution. Once enrolled, the Program Manager coordinates the transition to Raymond James–managed technology services and ensures that all assets, infrastructure, and support components are delivered effectively.This is a high-visibility role that will evolve into a team leadership position as program adoption grows. Responsibilities include relationship management, budgeting awareness, CRM documentation, multi-step follow up, and management of incoming calls and inquiries related to the Premium Support program.

Job Description

This position follows our hybrid workstyle policy: Expected to be in our Raymond James, St. Petersburg HQ office location a minimum of 10-12 days a month.

Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.

Required Skills and Experience:

• Project management experience, preferably within technology services or operational rollouts

• Comfort with sales-oriented conversations and guiding participants through decision-making steps

• Strong written and verbal communication skills, with the ability to explain complex technical and service concepts in simple terms

• Experience interpreting or working with technical configuration documents is preferred

• Proficiency in Microsoft Office, especially advanced Excel skills

• CRM experience or a demonstrated willingness to learn

• Ability to handle multiple concurrent priorities with strong attention to detail

Key Responsibilities:

Program Enrollment and Relationship Management:

• Conduct daily calls with prospective branches to explain the Premium Support program, address questions, and move each opportunity toward contract signing

• Engage warm leads introduced by Private Client Group and internal partners

• Clearly articulate program features, pricing, and value

• Ensure each participant completes the required agreement. This role does not draft contracts but is accountable for securing signatures.

• Maintain consistent follow‑up and high‑quality communication with all prospects

Implementation and Technology Transition Coordination:

• Coordinate the transition from existing technology environments to Raymond James–managed infrastructure, including laptops, printers, internet services, and other deployed assets

• Work with internal teams to ensure timely installation, configuration, and activation of all Premium Support components

• Track and document program lifecycle stages for each participant, including status, cost components, asset placement, and support needs

• Maintain awareness of who is funding each component of the program and ensure accurate documentation

Program Operations and CRM Management:

• Use internal CRM tools to document and track all interactions, update status, record follow‑ups, and track program activity

• Manage incoming calls and questions related to the Premium Support offering, eventually overseeing increased call volume as the program expands

• Maintain strong Excel files, trackers, and reports to support budgeting, lifecycle management, and operational visibility

Cross-Functional Collaboration:

• Partner with leadership, technology teams, and field-facing groups to ensure Premium Support implementations are completed on time and at expected quality standards

• Support business partners by providing updates, addressing escalations, and ensuring a smooth experience for program participants

• Ensure alignment with corporate real estate and technology groups during relocations, renovations, expansions, and acquisitions that intersect with Premium Support deployment

Education

Bachelor’s: Accounting, Bachelor’s: Business Administration, Bachelor’s: Data Processing, High School (HS) (Required)

Work Experience

General Experience - 3 to 6 years

Certifications

Travel

Workstyle

Hybrid

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. We expect our associates at all levels to:

 Grow professionally and inspire others to do the sameWork with and through others to achieve desired outcomes

 Make prompt, pragmatic choices and act with the client in mindTake ownership and hold themselves and others accountable for delivering results that matter

 Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  

When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.