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Customer Success Program Manager

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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

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Expiration date:
08-30-2023

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