#Description#
Do you have a passion for transforming customer experiences through scalable programs and methodologies? Join our team as Senior Program Manager, Portfolio, and you'll make that vision a reality by architecting Employ’s methodologies, tools, and programs that enable our customer-facing teams to deliver exceptional experiences throughout the customer journey!
Position Overview:
As the driving force behind our customer interaction strategies, you’ll have the opportunity to make a lasting impact on our 23k customers’ success. You’ll collaborate with partners in Customer Success, Product Support, Professional Services, Renewals Management, Revenue Operations, Customer Marketing and Product Management to design the methodologies and resources our customer-facing teams will use to help our customers adopt and realize value with their Employ products. You’ll also own critical programming utilized across the customer lifecycle including health scoring and verified outcomes. Leveraging data and customer intelligence, you'll continuously optimize and evolve our customer engagement methodologies to keep driving our customer’s success. In this new position you’ll be reporting to the VP, Customer Operations and will be an integral member of the Customer division.
Are you ready to implement the scalable engagement foundations that will take our customer’s experience to new heights?
Key Responsibilities:-
Design and implement the methodology and processes that customer-facing team members use to engage with customers, accelerate time to value, drive adoption, and propel retention and expansion
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Design implementation methodologies that that drive outcomes for the customer, while also generating more services revenue for the business
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Own the evolution of product implementation methodologies to improve how we onboard customers and accelerate time to value
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Develop maturity matrices, discovery tools, workbooks, templates, and workshops that customer-facing team members use to drive their customers’ success
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Design and manage customer health scoring and verified outcomes methodologies, partnering with relevant teams to implement and enable
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Maintain the portfolio of all sellable products produced by the customer division
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Identify opportunities to expand programming across product lines and functional teams to improve efficiency and scalability
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Collaborate with cross-functional teams to gather requirements and ensure portfolio programs align with broader customer success, product, and go-to-market priorities
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Continuously optimize portfolio programs based on customer feedback, usage data, and business objectives
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Establish metrics, KPIs, and a measurement framework to track the impact of portfolio programming on customer health, value realization and retention
Qualifications and Experience:-
Experience developing and implementing successful customer-centric programs and methodologies
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Experience working in Professional Services in a SaaS company required
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Exceptional analytical skills that help diagnose challenges and identify systematic solutions
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Proven ability to build new processes and operating models from scratch in complex environments
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Strong project management skills with experience leading cross-functional initiatives from conception to execution
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Excellent communication skills to collaborate with executive stakeholders, and drive organizational change
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Entrepreneurial mindset and a get-it-done attitude
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Bachelor’s degree in relevant field, or equivalent experience
