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Senior Program Manager, Customer SuccessSeattle, WA, United States


Senior Program Manager, Customer Success

Seattle | WA | United States

The Role

Our Customer Success Senior Program Manager will be a candidate who excels at implementing tools that solve problems at scale across all Customer Success teams. This role will be responsible for building the programs necessary for the Customer Success teams to execute with customers. This includes methodologies and process to support our Professional Services team, Customer Success programs that drive a consultative engagement with our customers to demonstrate value and programs that support our training team. This person will have experience in several of these areas as well as experience in high growth enterprise software companies.

Your Daily Adventures Will Include
    • Build out the framework for Customer Success programs including Executive Business Reviews, Customer Check-ins and quick consultative engagements that can be executed by our Success team
    • Build out the one to many Customer Success programs to support our Scale Success team
    • Build out the required systems and processes to drive efficiency and profitability for the services organization
    • Build out the necessary programs to support our customer training team
    • Work cross functionally with other departments (Ops, Development, BI , Sales) to ensure the programs being created are synchronous with company wide initiatives
    • Drive excellence within all Success functions ensuring a consistent and effortless customer experience for our customers
    • Develop initiatives that help the Customer Engagement Managers increase adoption of the product within the first 2 months of the customer journey
    • Influence all levels of leadership ranging from analysts to C-Level executives
    • Work with support and product teams to ensure customer feedback is captured and realized into new operational processes
    • Develop a proficiency in the product capabilities, and sales process best practices
    • Contribute to defining and refining the initiatives, methodologies, assets and programs within the Customer Success and Professional Services teams
    • Drive problems and roadblocks to resolution with minimal assistance

Basic Qualifications
    • Proven record of ensuring customer satisfaction through onboarding excellence including inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer
    • Experience in building programs to support Customer Success, Professional Services and Training.
    • Experience in building programs that are evaluated through testing and driven by data
    • Experience in building and executing one to many programs to support our customer success teams.
    • Experience in building one to many programs to scale success.
    • Experience in executing Success lead events
    • Experience building trust and developing client relationships both in person and remote
    • History of improving processes, methodologies, programs or frameworks that increased team performance
    • Experienced in SalesForce data schema and configuration
    • Project management expertise with a proven ability to deliver on time and on budget
    • Ability to understand deep technical aspects of a product and educate others using simplified explanations
    • Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
    • Skilled in transforming customer vision into actual results within the product
    • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
    • Experience with enterprise SaaS applications, custom development, and consulting
    • Demonstrated excellent written and verbal communication skills
    • Track record of working with customers ranging from SMB to Enterprise level and everywhere in between
    • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other's back no matter what, we're one with our customers, and we find strength in diversity and inclusion.

Preferred Qualifications
    • Passion for designing processes that scale across the customer facing teams
    • Thoroughly understands the challenges an organization faces when implementing a new technology and how to help them manage change
    • Familiar with common sales tools (SFDC, DiscoverOrg, RingCentral) as well as Sales Engagement Platforms
    • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions Enjoys "getting their hands dirty" by digging into complex operations
    • Strong listening skills; open to input from other team members and departments
    • Ability to lead through influence
    • You have experience with the technologies we use, including...
    • Familiar with general project processes and tools (MSFT Project, Smartsheets, Airtable)Jira/ConfluenceSFDC (Admin preferred) GSuite and/or MSFT Office

Why You'll Love It Here

• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

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