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Director, Program Management - Customer Growth & Retention
Internet Industry Company
Bellevue, WA, United States
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Position Description
The Director of Program Management is responsible for driving and aligning strategic programs to improve customer retention, revenue growth, and operational scale. The ideal candidate is a seasoned leader, experienced in transforming customer-facing organizations with tangible results. Scope includes overseeing a global team of program managers and operations support specialists focused on leading strategic initiatives for Client Development across customers of all sizes across the globe. Will partner closely with senior Business and Sales Leaders to address complex company-wide challenges and opportunities, directly tied to Company’s company goals. This is a high impact position requiring excellent thought leadership, strategic focus, process optimization expertise, customer empathy, strong communication, KPI monitoring, and a passion to make a difference. Must have experience working in Client Development with understanding of customer lifecycle touch points, back end operations, and business drivers. This is high-impact position, accountable for multi-program success, resulting in increased revenue, retention, customer satisfaction, operational scale, and internal productivity.
Programs include, but are not limited to: measuring and driving customer health, customer value-creation engagement initiatives, streamlining contract renewals, defining revenue-generating strategies, sales and account management process improvements, and operational support to increase productivity for the Client Development organization.
This role reports to the Senior Director of Program Management, Global Strategy & Operations
Responsibilities
• Work closely with senior leaders across Client Development to define, build, and drive top strategies
• Oversee programs and day-to-day operations to support customer retention, growth, and scale
• Accountable for program success and adjusting strategy/approach to align with business needs
• Drive program KPIs and key metrics to track all programs to align with company goals
• Frequent communication and collaboration across business on program status and KPIs
• Drive program alignment across the team and broader customer-focused programs
• Evaluate tools and processes to maximize internal productivity and process improvements
• Build close partnership with Business leaders across key customer-facing team
• Work closely with various departments to support and launch programs (e.g. Client Development, Global Services, IT, R&D, Finance, Legal, Operations, etc.)
• Lead new program, brainstorming, development and planning activities
• Identify process improvements in reporting, analytics, and performance metrics
• Perform customer health monitoring, revenue forecasting, budgeting, and analysis
• Develop and mentor team providing frequent feedback and guidance for career development
• Global team management and flexibility. Some international travel may be required
• Be aware of, and comply with, all corporate policies
Position Requirements
Qualifications
Education, Experience & Training required:
• 10+ years in Client Development or leading a supporting Program/Operations team
• Experience with leading customer success initiatives/teams and managing customer lifecycle
• Strong background in process and resource optimization
• Works with minimal supervision with wide latitude for independent judgment
• Bachelor’s degree required. MBA preferred.
• Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
• Experience building strategy and leading a customer success or revenue growth transformation
• Interpersonal skills, communication and influence with senior level to drive strategy, planning, and process improvements
• Ability to prioritize and balance several on-going programs across multi-cultural and virtual teams
• Must be team oriented, self-motivated, and able to work with minimal supervision.
• Proven success in building, analyzing, and monitoring KPI, financial data, and success measures.
• Experience leading teams through business operations optimization, including, but not limited to: common sales processes, account management, billing, contracts, renewals, customer success management, service terminations, commissions, analytics/dash-boarding, organization restructuring, best practices, etc.
• Positive, customer-focused interpersonal skills and attitude
• Ability to conduct creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations
• Strong stakeholder management skills with focus on listening to stakeholder and customer needs
• Ability to build consensus, create momentum, and work well cross-functionally with other departments and varying levels of management
• Creative thinking and sharp decision-making abilities
• Solid process and analytical skills tied with excellent, accurate, and effective oral and written communication skills.
• Ability to prioritize and meet tight deadlines
• Significant personal initiative, high energy with a “can do” attitude and professional drive.
• Effective mentor and team/individual coaching skill
• Exhibit and lead with strong change management skills
• Ability to learn and adapt to new technologies and principles
• Proven agility to work in a fast-paced and ever-changing environment
• Experience with key tools: Microsoft Suite of applications, Smartsheet, Tableau, Cognos, Salesforce, Big Machines, Customer Success Planning tools, Company and SAP applications
Critical Performance Competencies:
• Strategic Business Perspective
• Leadership Skills
• Communication & Influence
• Decisiveness & Judgment
• Accountability
• Results-Driven
• Process & Quality Management
• Customer Focus
• Innovative Thinking
• Planning & Organizing
• Business Acumen
• Conflict Management
• Employee Development
• Coaching & Mentor Skills
• Dealing with Ambiguity
• Change Management
• Challenge Complexity
• Change Agility
• Analytics Capabilities
• Problem Solving
• Organizational Agility
• Political Savvy
• Action Oriented
• Time-Management
• Organizing
• Multitasking
• Presentation Skills
Value Competencies:
• Displays passion for & responsibility to the customer
• Hires, develops & rewards great people
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• Displays a relentless commitment to win
• Displays personal & corporate integrity
Physical and Cognitive or Mental Requirements:
Major job activities – physical requirements:
• Use of computer and keyboard for extended periods of time on most or all workdays
• Use of telephone – throughout the workday as needed to conduct business
• Working under time pressure
• Working rapidly for long periods
• Communicating and interacting with others
Major job activities – mental requirements:
• Multiple concurrent tasks
• Ability to perform under stress
• Reading and comprehension
• Writing
• Problem solving
• Confidentiality
• Customer contact
Working environment (where major activities are carried out):
• Indoors in an office or control room
• Domestic and international travel
Working hours:
• 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
• Flexibility as to the specific working hours may be required (e.g. calls with Asia or Europe during regional local business hours) or available
EEO:
Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team.
Company is a dynamic, growing and fast-paced organization. As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. With that, Company offers flexibility as to the specific working hours that may be required or available depending on your role.
Company is a SaaS company. Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business. The ability to creatively problem solve to our core value of ‘Leadership through innovation in everything we do’. Many positions within Company are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Company.
Confidentiality and our core value ‘Personal and corporate integrity’ are critical components being that Company is a publicly traded company and working towards building a great, enduring company.
E-Verify:
Company participates in E-Verify to confirm work authorization.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.