Strategic Program Director

insightsoftware-posted 2 days ago

Full-time • Mid Level

1,001-5,000 employees

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We are seeking an experienced Program Director to serve as the strategic leader and primary point of contact for our most significant strategic customers. This role combines executive relationship management, operational excellence, and cross-functional leadership to ensure customer success, drive adoption, and maximize the value our solutions deliver to these key accounts.

Serve as the primary executive liaison for our largest, most strategic customers.
Build and maintain trusted relationships with C-suite executives, department heads, and key stakeholders
Develop deep understanding of the customer's business objectives, challenges, and success metrics
Act as the customer's advocate internally, ensuring their voice influences product roadmap and company priorities
Conduct regular executive business reviews to demonstrate value delivered and align on future objectives
Own end-to-end program management for all aspects of the customer relationship including implementation, adoption, support, and expansion initiatives
Develop and execute comprehensive account plans aligned with customer business outcomes
Coordinate cross-functional teams including Sales, Product, Engineering, Support, and Professional Services to deliver seamless customer experience
Establish governance frameworks, cadences, and communication protocols to ensure alignment and accountability
Monitor health metrics, usage patterns, and customer satisfaction indicators to proactively address risks
Manage escalations with urgency and coordinate rapid resolution across internal teams
Identify expansion opportunities and collaborate with Sales to drive revenue growth within the account
Lead strategic initiatives to increase product adoption, user engagement, and feature utilization
Track and report on business outcomes, ROI, and value realization metrics
Develop and deliver customer success stories, case studies, and reference opportunities
Negotiate and manage contract renewals in partnership with Sales leadership
Build and mentor a cross-functional team supporting this enterprise customer
Establish best practices, processes, and playbooks for enterprise program management
Create scalable frameworks that can be applied to other strategic accounts
Contribute to the evolution of our customer success and program management methodologies

15+ years of experience in customer success, account management, program management, or consulting roles with enterprise software companies
Proven track record managing relationships with Fortune 500 or large enterprise customers (50,000+ employees)
Demonstrated success managing complex, multi-stakeholder programs with annual contract values exceeding $5M
Strong executive presence with excellent communication skills and ability to influence at the C-level
Deep understanding of enterprise software implementation and adoption best practices
Experience coordinating cross-functional teams and driving results in matrix organizations
Strong analytical skills with ability to translate data into actionable insights and business recommendations
Bachelor's degree required; MBA or relevant advanced degree preferred

Experience in Financial Services and/or Equity Management
Background in management consulting or enterprise transformation programs
Technical aptitude with ability to understand complex software architectures and integrations
Project management certification (PMP, PgMP) or customer success certification (CSM)
Experience with CRM and customer success platforms (Salesforce, Gainsight, Totango, etc.)

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