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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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