What are the responsibilities and job description for the Principal Program Manager Digital Customer Success position at insightsoftware?
We are looking for a leader to accelerate and improve the Digital Customer Success Experience for our 32K customers worldwide by building systems of scale leveraging data to gain insights and operationalizing our processes within Totango and Salesforce.
The Principal Program Manager will partner with the Customer Success Business Unit Leaders with a focus on driving the vision and strategy for our digital customer experience. They will identify opportunities and lead strategic digital success initiatives partnering closely with crossfunctional teams like business technology product marketing and support to evolve and drive scalable longterm success that results in outstanding customer experiences and satisfaction.
The Principal Program Manager will have the opportunity to use showcase and grow their digital program skills drive internal changes to better serve our customers and be part of an amazing team of fun energetic and dedicated Customer Success professionals.
Responsibilities
- Establish a vision and develop a roadmap for digital success initiatives designed to improve the digitalled and selfserve customer experience while driving strong Retention Rates.
- Be responsible for multiple complex global customer journeys across regions including multiproduct customers varied personas and customer journey stages.
- Lead the strategy and design of bestinclass digitalfirst programs using customer journey mapping and data to deliver the right content to the right person at the right time.
- Foster a culture of collaboration and teamwork within the organization and across functions champion the customer experience and drive accountability for customer outcomes across all functions.
- Build maintain and monitor strategic programs across the customer journey analyze program impacts and make recommendations for course corrections.
- Measure and report on overall program performance and business impact such as customer satisfaction to inform iteration and future innovation.
- Develop and execute project plans including determining and aligning scope resource needs deliverables timelines and results.Provide regular updates to stakeholders on project progress risks and results actively managing stakeholder expectations throughout the project lifecycle.
Qualifications : Competencies
To perform the job successfully an individual should demonstrate the following competencies :
Qualifications
Proficiency working in Salesforce with experience in Totango and / or other marketing automation or Customer Success Platform tools preferred
Additional Information :
All your information will be kept confidential according to EEO guidelines.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
LIRemote
Learn more about our highenergy highperformance global team. Work With Us
insightsoftware About Us : Hear From Our Team InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware where permitted by country state / province.
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Remote Work : Employment Type :
Fulltime
Key Skills
Project Management Methodology,Project / Program Management,Program Management,Management Experience,Microsoft Powerpoint,Project Management,Microsoft Project,Budgeting,DoD Experience,Leadership Experience,Supervising Experience,Contracts
Vacancy : 1
