Prolim Looking for Program Manager(Customer Expereince) at Fremont, CA Full Time

Customer Experience Program Manager

Job Description :

• Own and assume responsibility for satisfaction and net retention targets for customers of our service

• Partner with service teams, taking a lead role to ensure excellent customer experience and strategic alignment

• Drive impact by building a shared Success Plan framework for our service teams to execute with customers- providing guidance, enablement, and day-to-day advice to help them hit their objectives

• Drive customer advocacy by building strong customer relationships and creating mutual value for our customers and our service owners

• Be a strategic thought leader for our service owners, analyzing use-cases and recommending market/vertical best practices

• Build a framework for and maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews

• Advocate for customers, soliciting and synthesizing their feedback to contribute to improved product & service development

• Provide continuing education for customers to maximize usage of our service, identifying new or unused features that could provide value and represent an opportunity for increased impact

• Create a seamless customer experience, assisting in developing Centers of Excellence and benefiting from knowledge sharing across a large XFN group

• Coordinate with a large XFN group including Technical Support, Industry Solutions, and Operationalization Services to ensure our customers receive the support they need simply and seamlessly

• Work with Portfolio Managers to seamlessly transition clients from onboarding to ongoing activity

• Proactively analyze our customer health & service usage trends to identify opportunities and risks

Top 3 must-have HARD skills:

• Significant project management experience and/or formal certifications (PMP, Agile, etc).
• Exemplary written and verbal communication skills coupled with unparalleled follow-up skills. Customers have the impression that you listen and understand their problems.
• Excellent track record in customer success or a related role and are excited to work with complex technologies in uncharted spaces.

Good to have skills:

• High level of intellectual curiosity- consistently sees opportunity and growth in learning more about what our service does and how it could impacts others.
• Strong technical domain knowledge of two or more of the following: SaaS, Application Development, Marketing Automation, Analytics.
• Experience managing top accounts (Fortune 100, ACV of $500K or more) across multiple senior client stakeholders at a consulting agency, production company or SaaS company

Job Type: Full-time

Pay: $170,000.00 – $180,000.00 per year

Schedule:

• 8 hour shift

License/Certification:

• PMP (Preferred)

Work Location: Remote