Program Manager, Customer and Revenue

Graitec•Atlanta, GA

About The Position

The Program Manager, Customer and Revenue drives end-to-end delivery of the change portfolio serving Graitec's commercial engine: Sales, Revenue Operations, Growth and Corporate Marketing, and Customer Success. It is the single accountable delivery role for the systems and processes that carry a customer from first contact through quote, order, renewal and self-service. The role owns the Customer and Revenue program within Graitec's transformation portfolio, spanning automation across CRM, marketing, and sales. Initiatives include moving marketing automation to Dynamics 365 Customer Insights, automated invoicing and margin control, customer experience and digital self-service across web and mobile, and AI-enabled selling and service across the customer lifecycle. This is a hands-on delivery role, not a governance role. You will build the roadmap with the business, run the delivery, hold the benefits case, and be the person the commercial organization calls on to enable outcomes.

Requirements

Substantial program or senior project management experience, ideally in a B2B software, technology or professional services business, delivering commercial, customer experience, and go-to-market change
Track record of delivering an enterprise program spanning multiple workstreams, vendors, and cross functional teams, rather than single implementations
Hands-on delivery experience with a major CRM platform, ideally Dynamics 365 or Salesforce, and with marketing automation and customer self-service platforms
Experience delivering AI-enabled capability into commercial systems, preferably AI agents or assistants in CRM, predictive scoring, or AI-driven marketing personalization
Practical understanding of quote-to-cash, recurring revenue, renewals and subscription models
Excellent program planning, governance, dependency management and risk management skills
Strong commercial acumen, building business cases and managing program budgets
Outstanding stakeholder management skills, including engaging senior leader and executives
Experience adapting delivery methods to suit different projects, systems, and environments
Experience working with Software development delivery approaches and lifecycle practices
Strong vendor management experience, building collaborative partnerships and holding vendors to plans
Experience in a growing or acquisitive business, where speed, pragmatism and integration matter
Comfortable operating across time zones with both North American and European stakeholders
Excellent written and verbal communication: concise with executives, practical with delivery teams
Comfortable with ambiguity and with a landscape that is still being shaped
Proficiency in delivery toolsets e.g., Jira, Confluence, Planner & Project, SmartSheet

Nice To Haves

Experience delivering Content Management and Digital Experience platforms
PMP, PgMP, or an equivalent project or program management qualification
Lean or Six Sigma process improvement experience
Working knowledge of AI governance, the regulatory landscape, including the EU AI Act, and of building human-in-the-loop controls into commercial processes
Personal fluency with AI tools in your own delivery practice, and an interest in raising the team’s capability

Responsibilities

Lead strategic programs end-to-end, from business case through to adoption and benefits realisation
Translate business objectives into integrated prioritized roadmaps, with success measures
Define robust program plans, milestones, dependencies, resourcing, budgets, risks, issues
Maintain pace across multiple workstreams, resolve barriers, and deliver agreed commercial outcomes
Build strong alignment across key functions including Revenue, Product, Finance, IT, and leadership
Establish clear program governance, transparent executive reporting, and investment tracking
Present program updates, risks and trade-off recommendations clearly to leadership and sponsors
Drive the organizational change required for successful adoption, including post-go-live improvements
Work in close partnership with the IT Operations & Platforms, Data & AI, and Information Security teams
Manage implementation partners, holding them accountable to scope, quality, delivery, and cost
Embed responsible-AI practice into delivery, working with Data & AI and Information Security on data readiness, human-in-the-loop controls, and compliance with emerging AI regulation
Provide coaching, mentoring and support to delivery colleagues, helping build capability
Foster a collaborative culture that encourages continuous improvement and cross-functional partnership
Drive Graitec’s transformation excellence, helping improve frameworks, standards, and practices
Deliver CRM-led workflow automation, improving the speed and consistency of customer interactions
Prioritise high-value use cases such as lead routing, campaign-triggered nurturing, and renewals
Design automation around clear business rules, high-quality data, effective controls, and adoption
Drive sales automation that reduces administrative effort and improves sales execution, including automated activity capture, task creation, follow-up sequences, opportunity-stage actions, and approvals
Deliver AI-assisted selling capability, including AI agents and Copilot-style assistants embedded in CRM for opportunity insight, next-best-action, meeting and call summarization, and automated CRM data capture
Apply AI to revenue quality: predictive lead and opportunity scoring, propensity-based renewal and churn signals, and AI-generated campaign content and journey optimization in Customer Insights
Define where AI is the right tool and where deterministic automation is, with clear guardrails on data quality, output review, and measurement of realised benefit
Deliver seamless web, e-store, mobile app, and multichannel applications and experiences
Develop customer self-service journeys for finding information, transacting, and obtaining support
Deliver the technical content platform capability, enabling multilingual content operations and localization
Build personalised, frictionless digital experiences with CRM, marketing, product data, and analytics
Use customer insight, feedback, behavioural and operational data to prioritise digital improvements
Deliver AI-enabled self-service and support, including conversational assistants and agentic resolution of common customer requests, with measured deflection and clear escalation to humans
Use AI to personalize digital experiences at scale across web and app, including recommendations