Principal Program Manager, Digital Customer Success

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 cross-functional teams like business technology, product, marketing, and support to evolve and drive scalable long-term 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 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.

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 aren’t looking
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems
• Detail-orientation – 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 cross-functional business environment
• Experience in digital marketing, content creation, multi-touch campaign and developing copy a plus
• 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

Proficiency working in Salesforce, with experience in Totango, and/or other marketing automation or Customer Success Platform tools preferred
 

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 ** 

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** 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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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.