Post Sales Program Director - (Enterprise)

The Post Sales Program Director, Enterprise has responsibility for all implementation, support, and customer success processes associated with our Enterprise segment and is accountable for the overall spend attainment target. This individual contributor functions as a dotted-line people leader directing activities in pursuit of the company revenue and quality objectives. This person plays a pivotal role in product evolution to adapt to the needs of the market and customer base, driving overall offering maturity and scale.

What You'll Do:

• Sales support - serve as a resource for the Enterprise Account Executives to support the sale of our product suite and remove blockers
• Implementation - efficiently onboard customers for our full Enterprise product suite
• Support - evolve the support of Enterprise products to quickly address issues
• Customer success - drive adoption via interaction with CSMs and admins
• Driver outreach - drive spend adoption via communication with the end users
• Product - identify, prioritize, and advocate for product enhancements representing the voice of the customer and the Post Sale stakeholders; Works closely with Product, Sales, and the customer to ensure customer-initiated product enhancement requests are captured and socialized to key Motive stakeholders  
• Establishes Standard Operating Procedures (SOPs) to ensure smooth transition from sales-to-onboarding occurs
• Attends and actively participates in weekly, monthly, and quarterly Enterprise pipeline, activation, and spend readout sessions
• Assists with customer escalations and takes ownership of in-flight product and process related obstacles that occur, providing objection handling and action plans for quick resolution  
• Assists Motive Professional Services and Motive Product with Customer Integration strategy and project-level Integration deployment planning and execution 
• Works closely with Motive Risk team to support Know Your Customer (KYC) and Know Your Business (KYB) processes as needed 
• Works with fulfillment partner(s) as needed to ensure efficient and timely distribution of products to the customer 
• Assists sales with securing customer and prospect legacy data and files 
• Assists in delivering Enterprise customer dashboard training and ongoing customer enablement sessions 
• Owns Enterprise resource management: staffing, capacity planning, and utilization reporting for all Enterprise Project Managers    
• Follows Continuous improvement best-practices in terms of project documentation quality, and archiving project-level artifacts in a common Knowledge-base 
• Ensures all Enterprise projects and resource time tracking are managed meticulously for accuracy in Motive’s PSA tool
• Provides detailed, timely and accurate project-level metrics for all in-flight Enterprise Onboarding projects (% complete, project health, project status)    
• Works closely Motive Customer Education Team (instructional designers) as an Enterprise SME helping to create and refresh customer eLearning training materials    

What We're Looking For:

• 6+ years experience in Post-Sales Services delivery (Customer Implementation & Project Management) in a SaaS / FinTech company
• Previous success making actionable recommendations for process and implementation improvements 
• Successful experience building and maintaining relationships with Fortune 100 customers, leaders and stakeholders and references to back up history of success 
• In-depth knowledge of Fleet and/or Credit Card underwriting, KYB, KYC processes strongly preferred
• PMP and/or Scrum Master certifications preferred
• Exceptional Communication (both verbally and written), presentation, and interpersonal skills
• Excellent time management and organizational skills
• Ability to travel to customer sites required (approx. 10%)