Strategic Program Manager, Focus Accounts (DACH Region)

6 дн. назад

РумынияSeniorHybrid

budget managementcustomer successprofessional servicesprogram governance

Manage and oversee post-implementation success and professional services delivery for strategic accounts in the DACH region at .

О компании

The people at believe in the transformative power of automation to change how the world works. We’re committed to creating category-leading enterprise software that unleashes that power.
To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about , and about our larger purpose.
Could that be you?

Обязанности

You'll be the single accountable owner for post-implementation success on 's most strategic accounts. You'll steer all Professional Services, Partner and Customer Engineering workstreams as one program, govern budgets and roadmaps, and be the customer's go-to counterpart for turning a deployed platform into scaled, measurable business outcomes.
This is a customer-facing role at the intersection of Customer Success and Professional Services. You'll oversee Professional Services delivery as a whole across a dedicated set of strategic accounts, many of them global enterprises with multiple operating entities, shared service centers and implementation partners. You'll report to the Regional Customer Success leader and work as a counterpart to the account team: Account Executive, Customer Success Manager, Technical Account Manager and Professional Services leadership.

Требования

8+ years in enterprise program management, professional services delivery or customer success leadership, ideally in B2B software or SaaS
A track record of leading complex, customer-facing programs with multiple workstreams, budgets and stakeholders, from implementation through to scaled operations
Experience overseeing professional services or consulting delivery: SoWs, budgets, resourcing, quality and change control
Experience in multi-entity or global organizations, coordinating operating entities, shared service centers and implementation partners
Credibility with senior customer stakeholders, including C-level and executive sponsors, and the confidence to run steering committees
Solid understanding of the customer lifecycle: implementation, adoption, value realization, renewal and expansion
Strong analytical skills and the ability to use data to show progress and business impact
Familiarity with automation, AI or enterprise platforms, enough to engage credibly with architects and CoE teams
Excellent communication and stakeholder management skills, and comfort in fast-paced, ambiguous environments.

Будет плюсом

Background in consulting or Big 4 delivery
Certification in PMP, PRINCE2 or SAFe
Experience with Salesforce, program management tools (such as Smartsheet, Jira or Asana) and CS platforms (such as Gainsight) #LI-CS1
Maybe you don’t tick all the boxes above—but still think you’d be great for the job? Go ahead, apply anyway. Please. Because we know that experience comes in all shapes and sizes—and passion can’t be learned.
Many of our roles allow for flexibility in when and where work gets done. Depending on the needs of the business and the role, the number of hybrid, office-based, and remote workers will vary from team to team. Applications are assessed on a rolling basis and there is no fixed deadline for this requisition. The application window may change depending on the volume of applications received or may close immediately if a qualified candidate is selected.
We value a range of diverse backgrounds, experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, and expression, national origin, disability, neurodiversity, military and/or veteran status, or any other protected classes. Additionally, provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review these and other legal disclosures, visit our privacy policy .

Другое

Act as the customer's primary counterpart for the overall automation program, from the program lead and CoE up to executive sponsors
Run the program governance cadence with the customer: steering committees, program reviews, QBRs and executive alignment
Build a joint program roadmap with the customer and keep it aligned with their business priorities and 's product direction
Escalate and resolve delivery, adoption or relationship risks early, bringing in the right leaders when needed
Own the end-to-end view of all Professional Services delivery on your accounts: scope, timelines, budgets, resourcing and quality across every active SoW.
Work with PS project managers, solution architects and engineers to make sure workstreams deliver on time, within budget and to the agreed outcomes
Manage the handover from implementation into Day 2 operations, so that delivered solutions are adopted, run stably and scale
Prioritize across workstreams and resolve conflicts on scope, dependencies and capacity
Coordinate a federated setup with multiple operating entities, a central CoE or shared service center, and different delivery and support models
Align implementation partners and system integrators with 's delivery approach and the customer's governance
Create one transparent view of status, risks and decisions across entities, regions and partners
Track SoW budgets and burn, license consumption and prepaid credits, and act early on underuse or expiry
Spot scope changes and new needs and bring them to the Account Executive as qualified opportunities
Support renewal readiness by documenting delivered value and open commitments
Define and track program success metrics: on-time and on-budget delivery, use cases in production, consumption, adoption, value realized and customer satisfaction
Report program status, results and risks to the customer and to leadership in a clear, consistent format
Share customer insights and lessons learned with Product, Engineering, PS and Sales to shape wider decisions