What are the responsibilities and job description for the Program Manager position at CYPHER Learning?
Position Overview:
The Program Manager of Implementation Services (SaaS) at CYPHER Learning will lead the deployment of our AI-driven learning solutions for clients. This role lives in our Global Customer Success organization and requires a strategic leader with extensive experience in SaaS implementation, vendor management, project management, and collaboration with both third-party partners and internal stakeholders. The Program Manager will ensure that implementations are executed seamlessly, aligning with client objectives and contributing to the company's mission of delivering transformative learning experiences and a return on investment.
Key Responsibilities:
· SaaS Implementation Leadership:
o Oversee the end-to-end implementation of CYPHER Learning's SaaS solutions, ensuring timely and successful deployments.
o Develop and refine implementation methodologies to enhance efficiency and client satisfaction.
o Collaborate with cross-functional teams to align product capabilities with client needs.
· Vendor Management:
o Identify, evaluate, and manage relationships with vendors and third-party service providers.
o Negotiate contracts, service level agreements, and ensure vendors meet performance standards.
o Monitor vendor performance and address any issues to maintain high-quality service delivery.
· Project Management:
o Lead multiple implementation projects concurrently, ensuring they are delivered on time, within scope, and budget.
o Utilize project management tools and methodologies to track progress, manage risks, and communicate effectively with stakeholders.
o Facilitate regular project meetings, status updates, and post-implementation reviews.
· Team Leadership:
o Build, mentor, and lead a high-performing implementation team, fostering a culture of excellence and continuous improvement.
o Provide professional development opportunities and performance feedback to team members.
o Allocate resources effectively to meet project demands and organizational goals.
· Client Engagement:
o Serve as the primary point of contact for clients during the implementation phase, ensuring their needs are met and expectations exceeded.
o Gather and analyze client feedback to inform continuous improvement of implementation processes.
o Ensure clients are well-prepared to utilize the platform effectively post-implementation.
Qualifications:
· Bachelor's degree in Business Administration, Information Technology, or a related field; Master's degree preferred.
· Minimum of 5 years of experience in SaaS implementation, with at least 5 years in a leadership role.
· Proven expertise in vendor management, including contract negotiation and performance monitoring.
· Strong project management skills, with PMP or similar certification preferred (CSM).
· Excellent communication, interpersonal, and leadership abilities.
· Experience working with AI-powered platforms or in the e-learning industry is a plus.
· Ability to travel as required to meet client and project needs.
Preferred Skills:
· Familiarity with Learning Management Systems and the requisite services that are required during and post implementation.
· Experience in managing global implementation projects.
· Experience working with global System Integrators like Ac
· Experience working with global System Integrators like Accenture, Infosys, etc.
· Proficiency in multiple languages is advantageous.
