Customer Growth Strategy Program Manager

We are seeking a dynamic and experienced Customer Growth Strategy Program Manager to join our team. The ideal candidate will be responsible for managing customer advocacy and revenue-influencing Customer Success programs. This role requires excellent communication skills, strong project management abilities, and the capability to influence stakeholders at all levels.

Key Responsibilities:

• Manage and facilitate our customer advisory program, ensuring active engagement and valuable feedback from key customers at in-person events and virtual follow-ups throughout the year.
• Coordinate customer reference calls and analyst activities, acting as a liaison between customers and internal teams to highlight success stories and gather insights.
• Oversee the customer use case award showcase, from nomination through selection and recognition, ensuring the process runs smoothly and showcases customer achievements.
• Develop and execute various customer success programs aimed at enhancing customer satisfaction, retention, and growth. 
• Build strong relationships with internal and external stakeholders to effectively communicate program goals, progress, and outcomes.
• Collaborate with cross-functional teams, such as marketing and front line sales,  to ensure the timely and high-quality delivery of projects that meet business requirements. Cross functional initiatives can  include initiatives such as, expanding user adoption at scale, field kits to target high priority accounts, growing an executive community of customers to network and inspire.
• Quickly learn and adapt to new requirements, operational processes, techniques, tools, and solutions as needed to support customer success initiatives.
• Influence and drive change within the organization to improve customer experience and support business objectives.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer success, program management, or a related role.
• Excellent communication skills, with the ability to fully articulate business requirements and influence stakeholders.
• Proven track record of managing cross-functional teams and delivering quality projects on time.
• Strong project management skills, including the ability to prioritize tasks and manage multiple projects simultaneously.
• High commitment to delivering quality products and services that meet or exceed customer expectations.
• Ability to quickly learn and understand new requirements, operational processes, techniques, tools, and solutions.
• Demonstrated ability to influence internal and external stakeholders and drive organizational change.

Preferred Qualifications:

• Experience in the technology or software industry.
• Familiarity with customer success software and tools.
• PMP or other relevant project management certification.
• Ideally based out of the East Coast or NYC. 
• Experience within the data science/ML/AI or SaaS tech space.  

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment.
• The chance to make a significant impact on our customer success initiatives.

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