Principal Program Manager

Summary

Join insightsoftware as a Principal Program Manager and lead the charge in enhancing the digital customer success experience for our 32,000+ global customers. You will build scalable systems, leverage data insights, and optimize processes within Totango and Salesforce. Partnering with Customer Success Business Unit Leaders, you'll define the vision and strategy for our digital customer experience, identifying opportunities and leading strategic initiatives. Collaborate with cross-functional teams to create exceptional customer experiences and drive long-term success. This role offers the chance to develop your digital program skills, influence internal changes, and be part of a dynamic and dedicated team.

Requirements

• 5+ years’ experience with Program Management, Product Management, Operations, Customer Success, Management Consulting, Business Analysis, or Customer Marketing
• Experience executing programs on a global scale
• Experience leading change within a cross-functional business environment
• Proactive problem-solver with the ability to execute at both the strategic and tactical level
• Strong analytical, organizational, and communication skills with an ability to manage competing demands
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands

Responsibilities

• Establish a vision and develop a roadmap for digital success initiatives, designed to improve the digital-led and self-serve customer experience while driving strong Retention Rates
• Be responsible for multiple complex global customer journeys across regions, including multi-product customers, varied personas, and customer journey stages
• Lead the strategy and design of best-in-class digital-first 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

Preferred Qualifications

• Experience in digital marketing, content creation, multi-touch campaign and developing copy
• Proficiency working in Salesforce, with experience in Totango, and/or other marketing automation or Customer Success Platform tools