Customer Success Program Manager

Our client is looking for the next member of their outstanding Customer Success team! As their first Program Manager, you will be leading the successful delivery of their largest implementation programs for Fortune 1000 customers.

Successful implementation programs are:

• Delivered on-time and on-budget to high degree of customer satisfaction.
• Accurately scoped and defined to meet measurable customer objectives
• Able to achieve effective time-to-value for the customer, revenue recognition for our client, and provide a strong foundation at go-live to ensure high level of user adoption.
• Able to incorporate add-on product and services sales opportunities identified in delivery.
• Exceed the expectations of all relevant customer stakeholders.
• Flexible enough to refine, expand, or reduce scope to meet changing business priorities.

You will work cross-functionally across sales, implementation, product, and other teams to ensure your implementation programs achieve the above success criteria.

Who they're looking for

You understand that SaaS businesses sell a solution and not just a product - and that the solutions they provide need to be customized to their customers’ specific needs. You are passionate about consulting with customers, translating their needs into technical requirements, assembling teams to implement those requirements, managing the overall program, and delighting customers through the impact you make.

You are curious, driven, perseverant, personable, organized, and detail oriented. You bring a consultative approach and strong interpersonal / relationship building skills that quickly establish you as a trusted advisor for their biggest customers. You are ready and willing to navigate our client’s organization on a customer’s behalf to ensure they gather the right requirements, configure appropriate solutions for their needs, deliver the complete solution into users' hands, and leave them confident and successful in

using the software. You know there's no perfect solution, but you feel pretty good when you've come close!

What you'll do

You will scope and plan large multi-site implementation programs and then manage cross-functional project teams to ensure our client delivers to their customer expectations on their most complex projects:

• Provide internal project status updates to executive management, Customer Success leadership, and Account Managers/Solution Directors.
• You will program manage multiple concurrent projects / teams - effectively managing stakeholder expectations, both at the corporate HQ level and at the location / site level.
• Assemble team consisting of Implementation Consultants, Integration Specialists, Education consultants, Product Managers, and Customer Success Managers to perform the work.
• Achieve project goals and address risks by teaming with and coordinating across all delivery groups including Implementation Consultants, Integration Specialists, Education Services and Product Management / Engineering.
• Develop and maintain strong cross-functional relationships with colleagues in Sales, Product Management, Customer Success and Customer Experience.
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions that improve all aspects of the customer experience with our client.
• Steer above projects to successful completion, providing executive-level updates to customer steering groups. You will proactively identify project risks and recommend courses of action to address them that have customer stakeholder buy-in and align to overall program goals.
• Assess project performance of individual project team members and provide performance and development feedback to Practice Managers for follow-up.
• Uncover, analyze and understand customers scheduling needs and priorities and how best to configure / customize / roll out the platform to meet them.
• Promote the value of our client’s product to customers, identify and team with Account Manager to sell opportunities for value added services (and product upsells) during the term of the engagement.
• Become a scheduling expert and trusted advisor - providing our client customers advice on best practices.
• You will ensure such projects achieve customer satisfaction, time to value realization, and internal profitability targets. You will manage the entire team to stay on schedule and under budget through completion.
• Assist pre-sales Solution Directors in pitching / proposing the work to the customer and create the implementation scope describing work to be performed while balancing risk.
• Collaborate with Solution Directors, Account Executives, Account Managers, Customer Experience, Implementation, Product Management, Customer Support teams and other colleagues to accelerate time to value of our client solutions for customers and drive platform adoption.
• Scope, plan, manage and quality-assure the delivery of complex implementation projects to major customers. These projects may include core solution, integration, software extensions and value-add services components.

Skills you'll need

• Ability to deal with ambiguity and structure the unstructured.
• Demonstrated experience managing at least 3 large-scale full life cycle implementations of complex cloud-based technology solutions including ownership of the program / project, management of the overall team and oversight of program / project financials.
• Ability to travel to customer sites (job requires up to 60%)
• Experience with managing scope, ability to have difficult conversations when needed, and pushing back gracefully.
• Bachelor’s or master’s degrees in business, or technology (computer science or software engineering a plus).
• Working knowledge and experience with SDLC and software development methodologies such as agile, scrum, and waterfall.
• Can quickly establish yourself as a Trusted Advisor for customers.
• Deep understanding of the challenges and opportunities for customers in the Manufacturing industry.
• Able to team with Sales to support land and expand selling activities at their largest customers.
• Strong ability to communicate, foster positive business relationships, manage day to day interactions with executive clients and sponsors, understand customer goals, and explain how software solutions can meet those goals. Executive presence.
• Ability to establish goals, engage and effectively manage cross-functional teams to deliver customer value. Perform role of counselor, mentor, and coach, inspiring your team to do their best work.
• Excellent communication and presentation skills.
• Prior experience with Workforce Management and / or Human Capital Management domains.
• 8+ years of experience in technology consulting and / or similar client facing roles in technology or industry.

What you'll get

• Monthly commuter subsidy
• $1,200 per year for home office expenses
• Employee wellness program
• 401(k)
• Competitive compensation
• Medical/dental/vision coverage
• Career advancement opportunities
• Parental leave and support
• Flexible/hybrid work environment
• Flexible hours and unlimited time off
• ESPO (employee stock option program)
• Charitable donation match

Who they are

Our client is proud to provide workforce scheduling solutions for mission-critical operations that make the world go round. Leading manufacturing, energy, healthcare, and public services companies rely on their award-winning technology to keep their operations running smoothly, business goals on track, and employees happy.

Backed by innovative technology and an award-winning team, our client has supported over 500 million scheduled shifts for thousands of customers, including Fortune 500 companies, providing the employment pipeline for more than $45 billion in wages earned.

In their constant pursuit to better serve their customers, all team members bring creativity, pragmatism, and intellectual rigor to their responsibilities. They have high expectations of each other and work as a team to continually improve their industry-leading platform. Their growth mindset, coupled with execution, has allowed our client to create revolutionary workplace solutions.

Our client seeks to make every employee feel appreciated and welcomed. They are an

Equal Opportunity Employer and prohibit discrimination and harassment of any kind. They are committed to the principle of equal opportunity for all employees and to providing a work environment that makes everyone feel an integral part of the team.

In addition to a competitive salary and benefits package, they offer an employee stock option program, an employee perks and wellness program, and an open communication policy.