- What’s in it for you?
- Customer Program Leadership
Lead multiple concurrent customer programs and projects across implementation, content delivery, managed services and technical solutions workstreams — ensuring timely, high-quality, and predictable delivery.
Build trusted relationships with customer executives and internal stakeholders to align program goals with strategic business outcomes.
Translate customer objectives into structured delivery plans with clear timelines, milestones, and measurable success metrics.
Participate in pre-sales efforts, contributing to scoping, effort estimation, and proposal creation in partnership with Sales, Solutions, and Delivery teams.
Program Governance & Delivery Excellence
Establish and maintain robust program governance frameworks, ensuring transparency, accountability, and consistency across customer workstreams.
Identify, assess, and proactively mitigate delivery risks — ensuring early detection, clear communication, and effective resolution.
Oversee project timelines, effort utilization, and resource allocation to ensure predictable, high-quality delivery.
Define and track delivery metrics (SLA adherence, quality, customer satisfaction) to drive operational excellence and continuous improvement.
Prepare and share timely reports with customers and internal stakeholders to maintain alignment on deliverables, effort consumed, and budget adherence.
Cross-Functional Collaboration
Partner with teams across other professional services lines, Customer Success, Product, and Operations to ensure alignment on dependencies, priorities, and customer outcomes.
Act as the connective link between Professional Services, customer leadership, and customer-facing teams, ensuring shared visibility and cohesive execution.
Collaborate with Sales and Solutions teams during pre-sales and expansion opportunities to shape delivery plans and ensure solution feasibility.
Operational Maturity & Scale Enablement
Define, standardize, and continuously enhance program management frameworks, delivery processes, and playbooks to improve efficiency and scalability across service lines.
Lead operational excellence initiatives focused on workflow optimization, process automation, and performance measurement.
Mentor and coach Program and Project Managers, driving a culture of ownership, accountability, and delivery excellence.
Communication & Stakeholder Management
Deliver clear, executive-ready updates — translating complex program progress into actionable insights for both internal and external audiences.
Proactively manage stakeholder expectations, ensuring visibility into risks, dependencies, and mitigation plans.
- Facilitate alignment across leadership, delivery, and customer stakeholders through structured communication and governance cadence.
- We’d love to hear from you, if you:
- 8–10 years of experience in program or delivery management, preferably within enterprise SaaS, consulting, or professional services environments.
Proven track record of leading large, multi-stakeholder programs with measurable business outcomes across multiple customers or service portfolios.
Demonstrated success in driving risk management, operational excellence, and scalable governance models across delivery teams.
Client Leadership: Skilled in managing enterprise and commercial customers, building trusted relationships, and ensuring alignment at executive and operational levels.
Program Orchestration: Adept at balancing multiple concurrent priorities, managing cross-functional dependencies, and ensuring predictable, high-quality delivery.
Risk Management: Proactive in identifying, communicating, and mitigating risks to maintain delivery predictability and customer confidence.
Strategic Execution: Ability to balance tactical project delivery with long-term program vision, ensuring all initiatives align with strategic business outcomes.
Communication Excellence: Able to communicate clearly, persuasively, and effectively across technical and non-technical audiences.
- Agility & Prioritization: Thrive in fast-paced, dynamic environments; anticipate challenges, prioritize effectively among competing priorities, and adapt quickly to change.
- Nice to have
- Experience in Professional Services, Customer Success, or enterprise consulting organizations.
Exposure to SaaS implementation, managed services, or enablement delivery models.
Familiarity with tools such as Salesforce, BI platforms, or workflow automation solutions.
