Principal Program Manager Digital Customer Success
Principal Program Manager Digital Customer Success
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1 Vacancy
Job Description
We are looking for a leader to accelerate and improve the Digital Customer Success Experience for our 32K customers worldwide by building systems of scale leveraging data to gain insights and operationalizing our processes within Totango and Salesforce.
The Principal Program Manager will partner with the Customer Success Business Unit Leaders with a focus on driving the vision and strategy for our digital customer experience. They will identify opportunities and lead strategic digital success initiatives partnering closely with crossfunctional teams like business technology product marketing and support to evolve and drive scalable longterm success that results in outstanding customer experiences and satisfaction.
The Principal Program Manager will have the opportunity to use showcase and grow their digital program skills drive internal changes to better serve our customers and be part of an amazing team of fun energetic and dedicated Customer Success professionals.
Responsibilities
- Establish a vision and develop a roadmap for digital success initiatives designed to improve the digitalled and selfserve customer experience while driving strong Retention Rates.
- Be responsible for multiple complex global customer journeys across regions including multiproduct customers varied personas and customer journey stages.
- Lead the strategy and design of bestinclass digitalfirst programs using customer journey mapping and data to deliver the right content to the right person at the right time.
- Foster a culture of collaboration and teamwork within the organization and across functions champion the customer experience and drive accountability for customer outcomes across all functions.
- Build maintain and monitor strategic programs across the customer journey analyze program impacts and make recommendations for course corrections.
- Measure and report on overall program performance and business impact such as customer satisfaction to inform iteration and future innovation.
- Develop and execute project plans including determining and aligning scope resource needs deliverables timelines and results.Provide regular updates to stakeholders on project progress risks and results actively managing stakeholder expectations throughout the project lifecycle.
Qualifications :
Competencies
To perform the job successfully an individual should demonstrate the following competencies:
- Customer Focus Enthusiastic about making clients successful
- Drive & Discipline ability to focus and work hard to achieve the right results
- Integrity high ethical standards and doing the right thing even when others arent looking
- Mental agility a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems
- Detailorientation be thorough and consistently deliver high quality work
Qualifications
- 5 years experience with Program Management Product Management Operations Customer Success Management Consulting Business Analysis or Customer Marketing
- Experience executing programs on a global scale
- Experience leading change within a crossfunctional business environment
- Experience in digital marketing content creation multitouch campaign and developing copy a plus
- Proactive problemsolver with the ability to execute at both the strategic and tactical level
- Strong analytical organizational and communication skills with an ability to manage competing demands
- Ability to thrive in a high growth fast paced environment and adapt quickly to changing demands
Proficiency working in Salesforce with experience in Totango and/or other marketing automation or Customer Success Platform tools preferred
Additional Information :
All your information will be kept confidential according to EEO guidelines.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
**At this time insightsoftware is not able to offer employment sponsorship**
#LIRemote
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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Background checks are required for employment with insightsoftware where permitted by country state/province.
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
