insightsoftware · 4 hours ago

Principal Program Manager, Digital Customer Success

United States

Full-time

Remote

Senior Level

5+ years exp

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No H1B

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Responsibilities

Establish a vision and develop a roadmap for digital success initiatives, designed to improve the digital-led and self-serve customer experience while driving strong Retention Rates.

Be responsible for multiple complex global customer journeys across regions, including multi-product customers, varied personas, and customer journey stages.

Lead the strategy and design of best-in-class digital-first 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.

Qualification

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Program ManagementCustomer SuccessSalesforceDigital MarketingTotangoBusiness AnalysisOperationsProject Management

Required

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 cross-functional business environment

Proactive problem-solver 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