Remote Enterprise Program Manager

Summary

Join Lighthouse (formerly OTA Insight) as an Enterprise Program Manager and be part of a fun, collaborative, and committed team that works hard to achieve amazing results. As a champion in customer satisfaction, you will ensure client success for our largest customers with our products.

Requirements

• Minimum 3 years experience in a combination of program management or project management roles
• Minimum Bachelor degree in a relevant discipline (e.g., business, marketing, hospitality leadership, etc.)
• Native level (C1-C2) French Speaker
• Demonstrated ability to complete multiple tasks concurrently, to develop project plans, allocate resources, identify potential issues / risks and develop contingency plans with an overall orientation focused on execution and detail
• Demonstrated ability to ensure achievement of client objectives and company financial objectives through an understanding of client objectives, accountabilities and influencing and directing internal product and operations teams to ensure successful delivery (on time, within budget)
• Excellent analytical, problem-solving, and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions
• Strong overall business and interpersonal skills, including planning, presentation skills, sales skills
• Demonstrated ability in clearly articulating plans, concepts and activities to a broad / diverse audience, and interface with C-Level executives
• General computer proficiency in Google suite, Monday.com, Excel, MS Word, PowerPoint, etc

Responsibilities

• Account planning by using strong project management skills
• Work closely with key members of the account team to ensure alignment of program tasks and activities with overall account success
• Conduct Quarterly Business Reviews (QBRs) with Key accounts, including comprehensive usage reports, status updates, new product features and executive summaries
• Conduct regular training and webinars for key customer contacts and new contacts, uncovering upsell opportunities
• Proactively communicate new features/functionalities to all accounts and attend regular status calls with key accounts
• Conduct regularly scheduled feedback calls and articulate Key Account requirements back to the Product Management and Engineering teams
• Organise all projects / programs within the Enterprise accounts to ensure on-time delivery, budget compliance and that all business objectives are achieved
• Create & maintain project / program documentation that provides a clear overview of project timelines, activities, potential risks / issues using task management tools
• Manage implementation and change management activities within key clients
• Manage client expectations to ensure that products and configured and used as intended
• Capture custom development and services requirements and be able to clearly articulate those requirements to our Enterprise Engineering team
• Ensure the technical solution design supports the client (and/or partner) product requirements during data analysis, configuration, and testing
• Represents the client during internal planning and development to ensure the most efficient delivery with the highest level of customer satisfaction
• Document functional and technical specifications for the project
• Communicate and coordinate requirements across cross-functional teams to ensure common message on product expectations for internal development
• Identify issues and risks and raise them appropriately
• Enforce contractual scope with the client and/or partners
• Manage the client relationship and set customer expectations before and during project and implementations overall client project plan and timeline
• Delivery of status reports to each client and to internal teams including senior management
• Ensure project documents are complete, current and stored appropriately
• Successfully manage the transition of clients from deployment to account management/support
• Identify and implement improvements to processes and procedures as required

Benefits

• Flexible working environment: Work from home or at one of our global offices
• Flexible time off: Autonomy to manage your work-life balance
• Collaborative team: High-bar, friendly, creative, and passionate colleagues
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential
• Impactful work: Shape products relied on by 85,000+ users worldwide
• Mobility options: Mobility budget or company car tailored to your needs
• Comprehensive health insurance: Extensive coverage for you and your dependents
• Private pension funding: Group insurance to secure your future
• Competitive compensation: Proactively maintained to value your work
• Referral bonuses: Earn rewards for bringing in new talent