Program Manager, Customer Success(Hybrid)

1 month ago

Austin, Texas, United States Workrise Full time

The Program Manager, Customer Success is responsible for scoping, leading, and delivering programs that will enable greater scale of our CSMs. In other words, improving processes and standing up automations that allow our a CSM to support more clients and drive even more value for each of them. This position partners with sales, operations, product, marketing and other internal teams to ensure our processes continually evolve to enable us to scale customer value alongside slow growth of our operational budgets.
Why Join us? Our Customer Success team at Workrise is on a mission to ensure all of our energy clients capture maximum value in using our innovative solutions. We are passionate about creating great experiences for our clients and vendors in our network. If you thrive in a dynamic environment, excel in delivering exceptional client experiences, and have a passion for solving problems and improving new processes, we want to hear from you
What you'll be doing:

  • End-to-end delivery of strategic process improvements to enable CSMs to scale their impact:
    • Lead initiatives aimed at improving our implementation and client support processes (i.e. automate and streamline what is currently manual and disjointed in our client support world)
    • Navigate Workrise's formal and informal structures to build relationships with cross-functional teams and deliver programs that benefit customers and CSMs
    • Conduct analysis and identify opportunities to improve the implementation process, ensuring scalable and repeatable processes levering technology
    • Work across team boundaries and multiple products to appropriately prioritize work to align with overall organizational goals
    • Be an expert on product functionality, including internal tooling, and serve as key liaison between product teams and customer facing teams to solve problems and make implementations more efficient
    • Use data to identify top priority areas for improvement
    • Communicate areas for system configuration and/or improvements to drive increased automation
    • Track and report on progress against projects and priorities
    • Partner with data and analytics team to scope dashboards to enable maximum CSM effectiveness
  • Client implementation support and program management:
    • Identify potential issues on inbound deals (e.g. contract set up, invoicing requirements, operational expectations) and work with support CSMs in learning how to resolve or find needed workarounds
    • Support CSMs, especially CSMs newer to Workrise, in navigating internal tooling and internal data sources to execute on implementations and meet client expectations around delivery and information sharing
    • Assist CSMs in resolving client implementation issues alongside cross-functional teams (e.g. a niche invoicing request, nuance in requirements across work scopes, etc.)
    • Assist CSMs in gathering needed reporting or preparing high impact assets for client meetings, where needed
  • Analysis, measurement, and reporting:
    • Identify, gather, and leverage data from various systems to support the business in making decisions around operational processes or report out against business goals and metrics

Experience and Education Requirements:

  • Bachelor's degree in sales, business administration, or related field or equivalent relevant experience
  • 5+ years Customer Service and/or Account Management experience with a SaaS, marketplace, and/or oil and gas organization with a focus on improving and automating processes
  • Experience with Online Diagramming Software (i.e Miro or Lucid Chart), CRMs (i.e. SFDC) and ticketing systems (i.e. Zendesk)
  • Experience using data to inform business recommendations and enhance efficiency
  • Experience working with internal and external stakeholders at various levels within their organization
  • Excellent verbal and written communication skills
  • Strong project management background and skills
  • Excellent organization skills
  • Ability to adapt to changing needs and priorities

"Nice to Have" Experience and/or Education:

  • Masters degree
  • 3+ years in a program or project management role

Essential Job Functions:

  • Regular, on-time attendance
  • Ability to travel up to once a quarter
  • Ability to communicate effectively
  • Ability to use office equipment such as a computer, copier and telephone
  • Ability to use office computer programs such as e-mail, Google Docs, Microsoft Word, PowerPoint and Excel, and Online DIagramming Software
  • Occasionally remain in a stationary position, often standing or sitting for prolonged periods
  • Ability to manipulate office equipment such as a computer, copier and telephone

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