Senior Technical Programs Manager

Personified Tech

11d•$90,000 - $110,000•Remote

About The Position

As a Senior Technical Programs Manager, you will serve as a trusted partner and main point of contact for mission-driven clients, ensuring they receive responsive, high-quality IT and cybersecurity support. Clients will look to you for clear communication and reliable solutions, and you’ll build trust through proactive engagement, patience, and follow-through. As part of this client-facing work, you will use your project management expertise to lead complex initiatives from scoping through execution. You’ll help define requirements and own project timelines in a fast-paced environment, coordinating across internal and external teams to ensure solutions are clearly documented and delivered on time and in scope. You will work closely with the VP of Technical Programs and play a key role in client onboarding, ongoing account management, project scoping, internal process improvements, and team coordination. This is a remote position that reports to the VP of Technical Programs. Our team works across various communication platforms, including Slack, email, a ticketing system, and video calls, to coordinate and stay in touch throughout the day.

Requirements

At least 7 years of professional experience.
At least 3 years of experience in account management, including demonstrated ability to build trust-based client relationships and manage simultaneous high-stakes projects delivered with high-quality service.
Experience working at or with a managed service provider (MSP).
Demonstrated experience in project management, with a history of managing complex projects with high-stakes deadlines, and proficiency with project management tools (ex: Monday.com, Asana, Jira).
Strong client management experience with a track record of building relationships through proactive communication and delivering successful outcomes.
Proven ability to direct simultaneous projects from scoping through execution, ensuring priorities, capacity, and timelines are aligned and client needs and expectations are met.
Demonstrated ability to lead cross-functional collaboration and resolve challenges across internal teams and external stakeholders.
Excellent verbal and written communication skills, with the ability to explain technical and security concepts clearly for non-technical audiences.
Demonstrated ability to analyze operations, lead improvement initiatives, and develop scalable processes that increase efficiency.
Experience leading teams and managing up, including setting expectations and providing feedback, while balancing capacity and timeline constraints.
Genuine commitment to supporting the mission-driven organizations Personified partners with. The ideal candidate will have prior experience working in or alongside nonprofits, campaigns, or advocacy groups and bring an understanding of our clients' unique priorities and challenges to the role.
Understanding of technology and digital security principles, especially in client service contexts.
Comfort leading projects in complex remote environments with stakeholders across teams and timezones.
Willingness to work outside of normal business hours and travel as required.

Nice To Haves

Project management certification is a plus, but not required.

Responsibilities

Serve as the account manager and primary point of contact for mission-driven clients, building trust through clear, proactive, flexible, and patient support while ensuring client IT and digital security needs are met.
Drive successful client onboarding, ensuring internal teams are aligned and ready to deliver value from day one.
Facilitate effective communication across internal teams and client stakeholders through regular check-ins and clear written communications.
Ensure clients receive services within their agreed scope of work while identifying opportunities for service expansion in alignment with client needs and goals.
Analyze client requests to identify patterns and proactively propose solutions.
Lead and manage complex technical client service projects from scoping through execution, ensuring requirements are defined and all solutions are delivered on time and in scope.
Oversee project planning, timeline management, and coordination across internal teams and external stakeholders to ensure priorities, requirements, capacity, and timelines are aligned.
Maintain meticulous records of projects, deliverables, and needs across clients and programs, including issues, risks, dependencies, decisions, and schedules.
Partner with the VP of Technical Programs, Director of Client Success, and other Senior Technical Program Managers to improve operations with an eye toward, driving efficiency and scalability and enhancing team capacity.
Collaborate with internal teams to maintain and optimize internal knowledge bases, project tracking tools, and documentation.
Enthusiastically support ad hoc projects and initiatives across the organization, contributing your expertise and problem-solving in a fast-paced, dynamic environment.