Principal Program Manager, Digital Customer Success

Insightsoftware-posted about 1 year ago
Full-time • Senior
Remote, OR
10,001+ employees
Publishing Industries
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The Principal Program Manager at insightsoftware will lead initiatives to enhance the Digital Customer Success Experience for over 32,000 customers globally. This role focuses on developing scalable systems and leveraging data to improve customer interactions and satisfaction. The manager will collaborate with various business units to drive the vision and strategy for digital customer experience, ensuring that customer journeys are optimized and effective.

  • Establish a vision and develop a roadmap for digital success initiatives to improve the digital-led and self-serve customer experience.
  • 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.
  • 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.
  • 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.
  • Proficiency working in Salesforce, with experience in Totango, and/or other marketing automation or Customer Success Platform tools preferred.
  • Experience in digital marketing, content creation, multi-touch campaign and developing copy a plus.
  • Proactive problem-solver with the ability to execute at both the strategic and tactical level.
  • Equal opportunity employer with a commitment to diversity and inclusion.
  • Confidential handling of applicant information according to EEO guidelines.
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Customer Success Manager Resume Examples
•
Customer Success Manager Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service