Program Manager, Customer Success

JOB SUMMARY

We are seeking an experienced technically capable Program Manager to join our growing Customer Success team at iTradeNetwork. You will report directly to our Senior Director, Customer Success and partner with Sales, Marketing, Customer Success, Product, Development, and other business leaders across the organization on programs that will help scale our fast-growing business.  In some cases, this will require complete change management to implement a new process or strategy entirely to facilitate our rapid growth.

The ideal candidate will have a sharp business mind, a proven ability to strategize and implement high-level program initiatives, and is passionate about Program Management.

Key Responsibilities:

• Lead highly strategic cross-functional and cross-organizational program/projects 
• Develop and monitor project KPIs, including definitions that adhere to overall company definitions, alignment with stakeholders, data sourcing, and managing implementation with Onboarding and/or Professional Services. 
• Guide teams to think strategically and deliver against long term goals using experience and judgment.
• Direct project planning sessions; negotiate requirements/deliverables & schedules
• Create and maintain comprehensive program documentation (scoping requirements, statement of work, project timelines, updates, issue tracking, etc.)
• Coordinate and complete programs/projects on-time, within budget and within scope.
• Develop Statements of Work (SOWs), establishing schedules and deadlines, assigning responsibilities to team members and/or other departments as required. 
• Regular monitoring and reporting on progress, program documentation, proactively escalating and addressing issues as necessary, and ensuring customer satisfaction upon program/project completion. 
• Identify staffing/skills needs and lead cross-functional resources as required 
• Manage project scope, schedule and costs using appropriate analysis and review; ensure changes are analyzed, reviewed and approved by internal management (and the customer)
• Measure project performance using appropriate tools and company processes
• Perform quality control throughout development and providing high-quality project deliverables
• Minimize project risks; ensure company policies, standards and best practices are adhered to
• Manage all stakeholder relationships and regularly communicate project statuses  
• Proactively report and escalate issues to management for resolution
• Perform other related duties as assigned; manage several projects concurrently
• Become an expert on all product/solutions offered by the company
• Understand technology stacks and the level of effort required to evolve product feature sets
• Identify business development and new project/growth opportunities 
• Attend industry conferences and training to maintain proficiency

What you’ll need:

• Bachelor and/or Masters’ degree in business, computer science, engineering, or related field required
• Minimum 5+ years of project/program management, consulting, SaaS, or professional services 
• Demonstrated & progressive success in program/project management. You should be able to manage several programs/projects at once and drive cross-functional stakeholders to action
• Strong expertise with project management software tools, methodologies and industry best practices
• A self-starter who thrives in a fast-paced culture and isn’t afraid of change and ambiguity as we build and grow our Program Management team.
• Excellent Microsoft Office & Project skills
• Expertise converting customer requirements into new product features and roadmap items
• Demonstrated ability to lead high performing teams
• Exceptional written and verbal communication skills, with the professional confidence and credibility to effectively engage and interact with all levels of an organization, from project teams to senior and executive management
• Comfortable talking about technical matters with businesspeople and business matters with technical people
• Exceptional organizational/time-management and multitasking skills
• Strong analytical skills
• Creative approach to problem solving

Nice-to-Have Qualifications:

• Project Management Professional (PMP) certification
• Extensive experience utilizing Agile or Continuous Integration methodologies
• Knowledge of design and development technologies
• Big Data experience

If you are a highly motivated and results-driven individual, with a passion for driving growth in a fast-paced, entrepreneurial environment,  we encourage you to apply for this exciting opportunity. We offer a competitive salary, comprehensive benefits package, and a dynamic work culture that values collaboration, innovation, and personal development.