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Program Manager, Customer Success
Company | brightwheel |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-09-25 |
Posted at | 8 months ago |
Our Mission and Opportunity
- Deeply embed yourself in customer-facing teams to become an expert in their current workflows, tooling, automation, and data collection
- Design, develop and deliver workflow, SOPs, reporting, automation, and tech/tooling solutions for customer facing teams directly impacting their effectiveness onboarding, retaining, and growing our customer base
- Use data to make informed resource allocation decisions, determining high-impact short-term projects while continuing to keep sight of and progress toward our longer-term objectives
- Synthesize quantitative and qualitative data to unearth root causes from which you will identify and lead critical operational projects for our post-sale CS teams to achieve excellent outcomes
- Program manage initiatives from end-to-end by collaborating closely with Customer Success Leadership as well as stakeholders across Analytics, Marketing, Sales, Product, Systems Operations, and Business Operations
- A creative problem solver, adept at removing obstacles and finding solutions to key business challenges
- Strong analytical and reporting skills, with a demonstrated ability to transform data into actionable insights
- A combination of strategic thinking and a hands-on approach, capable of navigating complex challenges while achieving goals
- A minimum of 4 years of operations or program management experience in a high-growth environment, consulting, or business operations. Prior exposure to customer-facing teams and SaaS experience a plus
- Proficient in Microsoft Excel/Google Sheets, Salesforce, and data visualization tools (e.g., Tableau) - experience preferred
- Metrics-driven and results-oriented, constantly striving to exceed targets and deliver exceptional customer experiences
- Exceptional stakeholder and project management skills, effectively influencing and managing expectations with Senior Management and cross-functional teams
- Outstanding verbal and written communication skills, with the ability to influence business decisions
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