Advisor360°

We hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don’t meet every single requirement, please consider applying if you like what you see.

As part of the Programs team, the Customer Success Program Manager will work directly with Customer Success leaders and program stakeholders from a variety of businesses, organizations, and backgrounds to define customer success program scope, business objectives, and timeline. They will assist in the planning, resource allocation, execution, and delivery of Advisor360° Programs as assigned.

The Customer Success Program Manager will define program/project deliverables, milestones, develop a RAID log as well as define resource needs. They will identify, measure, analyze, improve, and control program delivery processes.

Key responsibilities

• Highly effective executive client communication and cross organizational collaboration skills
• Understand and enable our client’s vision, goals and culture within the parameters of the defined programs
• Provide Customer success consultative presence to our customers as we support their adoption of our services over time
• Work with through and with the fluidity and ambiguity that comes with iterative transformation initiatives
• Self-motivated continual learning and awareness of Customer Success best practices, operations, trends and tools/technology
• Experience using industry standard CSM tools and technology
• Familiarity with customer data sources, structure and health
• Invests time to understand the customer’s needs
• Manages programs at the initiative level with multiple features included
• Drives the execution of complex program plans across several distributed teams
• Coordinates with other Advisor360° organizations/teams for end-to-end program planning and delivery
• Understands and manages internal and external deadlines, anticipates problems and complications by formulating solutions to avoid impeding the progress of the program
• Partners with senior leaders, product managers, and development managers across the entire organization to understand priorities and executive strategic program objectives
• Demonstrates the ability to think creatively and strategically when implementing products and solving problems
• Takes actions to persuade and adjust discourse during presentation or debate to achieve a better outcome
• Uses knowledge of formal and informal structures to drive support for achieving objectives.
• Understands organizational culture and climate, recognizes the implicit constraints within the organization – what is not possible at certain times
• Conducts effective meetings with cross-functional teams to drive program progress to ensure program success
• Has a view to the future, anticipates customer needs and acts to ensure that Program deliverables align with expectations.

Requirements, skills, and knowledge

• 3+ years of Customer Success experience
• 7+ years of Program Management experience at a technical company
• Experience with Customer Success Tools/Software
• Experience with software planning tool chains (ex. Aha, JIRA, Confluence, MS Project)
• Technical and/or SaaS acumen
• Experience with building and managing program reporting
• Strong interpersonal and relationship building skills
• Self-motivated
• Experience managing strategic customers
• Comfortable in Excel
• Ability to create PowerPoint material needed for effective communication
• Scrum/Agile and Service Now experience is a plus
• Strong sense of Customer success fundamentals, KPI’s and metrics

Advisor360°