What are the responsibilities and job description for the Customer Success Program Manager position at Merz Aesthetics?
The Customer Success Program Manager will be responsible for managing multiple technical and operational excellence projects within the NA business. This role will drive strategic initiatives that enhance Merz Aesthetics NA, ensure seamless execution of projects, and maintain strong alignment with key stakeholders. The ideal candidate is highly organized, detail oriented, and skilled at balancing multiple projects while fostering cross-functional collaboration.
Responsibilities:
Customer Success Committee & Stakeholder Engagement:
- Organize and facilitate Customer Success Committee meetings, providing regular project status updates.
- Collaborate with cross-functional teams to align priorities and drive execution.
- Align multiple projects to meet broader organizational goals.
- Ensure effective communication between stakeholders, tracking action items and follow-ups to maintain momentum.
Process Optimization & Operational Excellence:
- Identify opportunities to improve customer success processes, workflows, and automation.
- Partner with technical teams to optimize systems and tools that enhance operational efficiency.
- Ensure that all customer success initiatives align with broader business and operational goals.
Document Management:
- Develops and maintains documentation, related to operational excellence, inclusive of, but not limited to agendas, decisions/actions, design control documents, design history files, plans, presentations, project charters, status reports and timelines for assigned projects.
Program Coordination & Performance Management:
- Coordinate and integrate project activities across NA.
- Monitor overall performance.
- Manage program risks and dependencies.
- Oversee resource allocation between projects.
- Use KPI’s and reporting to monitor and report success metrics.
Technical Project Planning and Initiation:
- Define project scope, goals, timelines, and deliverables.
- Create detailed project plans, work breakdown structures, and liaise between technical teams and stakeholders, bridging the gap between technical aspects and business objectives.
Other duties as assigned
Requirements:
- 3 years of experience in Program Management, Project Management, or a related customer success role.
- Experience managing technical or operational projects within a business environment.
- Excellent communication and presentation skills, with the ability to convey complex information to diverse stakeholders.
- Highly organized, detail-oriented, and capable of managing multiple priorities simultaneously
- Strong data and analysis and reporting, including proficiency, in Excel, PowerPoint, and other reporting tools.
- Experience facilitating cross-functional meetings and ensuring alignment across the business unit.
- Knowledge of tools, like Jira, Confluence, Bubble, and Microsoft project, is a positive.
- Managing technical projects with internal teams and external vendors a plus. Expertise in cross-functional collaboration and process optimization.
