Job Description:
Customer Success Program Manager
Job Summary:
The Customer Success Program Manager is a strategic member of the Customer Success team, which encompasses project management, operations, and post-sales support. This role is ideal for a professional with a strong foundation in Salesforce, data reporting, and project execution, combined with excellent problem-solving and cross-functional collaboration skills. The Program Manager will lead initiatives globally that enhance customer experience, optimize internal processes, and align technology solutions with business goals.
Key Responsibilities:
Program & Project Management
- Lead and manage multiple initiatives across various stages of development to drive process improvements and customer satisfaction.
- Develop and maintain comprehensive program plans and schedules, ensuring coordination across all program elements.
- Monitor project performance, including cost, schedule, and task completion, to ensure alignment with strategic objectives.
- Prepare and deliver regular status reports and executive updates, highlighting key issues, risks, and progress.
- Oversee the development, administration, and optimization of Salesforce to support business operations and customer success.
- Collaborate with IT, product, and engineering teams to ensure technical solutions meet customer and business requirements.
- Provide technical user support and training to enhance system adoption and effectiveness
Data Analysis & Reporting
- Design and maintain complex reports and dashboards using Power BI to support global business metrics.
- Monitor and analyze customer success KPIs to identify trends, risks, and opportunities for improvement.
- Conduct regular data audits to ensure data integrity and recommend enhancements to data processes.
Business Process Improvement
- Evaluate and refine business processes to improve user experience, operational efficiency, and productivity.
- Translate complex data into actionable insights that inform strategic decision-making.
Stakeholder Engagement & Communication
- Collaborate with cross-functional stakeholders to gather and validate business requirements.
- Communicate complex technical and analytical concepts clearly to diverse audiences across all organizational levels.
- Build and maintain strong relationships across departments to support collaborative initiatives.
Executive Support & Presentation
- Prepare charts, graphs, and visual content for internal and customer-facing presentations.
- Coordinate and manage the preparation of materials for executive meetings, customer reviews, and strategic planning sessions.
Continuous Improvement
- Stay current with emerging tools, technologies, and best practices in data analysis, customer success, and IT systems.
- Drive innovation by identifying and implementing new solutions that enhance data capabilities and customer engagement.
Qualifications:
- Bachelor’s degree in Statistics, Computer Science, Mathematics, Economics, Engineering, or a related field (Master’s degree preferred).
- Minimum 5 years of experience in program management, with a proven track record of managing large-scale data projects.
- Demonstrated experience in Salesforce administration, and data analytics.
- Experience in IT systems integration and technical project coordination is highly desirable.
Communication & Leadership
- Excellent verbal and written communication skills, with the ability to present data findings to non-technical stakeholders.
- Strong organizational skills and the ability to manage multiple priorities.
- Proven ability to lead cross-functional teams and build effective working relationships across departments.
Our Preferred Qualifications:
- Salesforce Administrator Certification (preferred)
- Certified Analytics Professional (CAP) or equivalent certification
At Array Tech, Inc, we strive to lead with our culture and believe that our people are a key enabler of our future state. Our total rewards philosophy supports Array’s ability to attract, develop, and retain our employees. We offer competitive compensation, benefits, and wellness programs that align with the local markets where we do business.
Array Tech, Inc. offers equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity, and gender expression, or any other legally protected status.
At Array Tech, Inc., we strive to lead with our culture, and believe that our people are a key enabler of our future state. Our total rewards philosophy supports Array’s ability to attract, develop, and retain our employees. We offer competitive compensation, benefits and wellness programs that align with the local markets where we do business.
Array Tech, Inc. offers equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity, and gender expression, or any other legally protected status.