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Program Manager, Professional Services

Company: Outreach
Location: Boston
Posted on: April 10, 2021

Job Description:

Professional Services and Education - Professional Services / As a Program Manager on the Professional Services Team at Outreach, you'll have an opportunity to be the face of the Company to our largest, strategic customers. You'll ensure a customer's program experience, onboarding and setup are exceptional. You will work with multiple teams within Outreach to ensure that large scale implementation programs are well-executed - owning the planning, coordination, risk management and executive alignment both within and outside the firm. Outreach is a fast-growing business and this role is pivotal to our continued success. This position is characterized by the following responsibilities:

  • Develop and oversee complex implementation projects - including internal and external PM oversight
  • Anticipate program needs, align program goals & timelines, & partner cross-functionally with other Outreach teams (e.g. Product, Engineering, Marketing, Customer Success) towards on-time and successful project execution
  • Identify critical path activities and proactively incorporate mitigation strategies across the program scope
  • Review & report team and functional progress against agreed program to key Executive stakeholders on a weekly basis
  • Influence all levels of leadership ranging from analysts to C-Level executives
  • Ensure effective, audience-appropriate and transparent communication within teams, across teams, and within sub-teams
  • Demonstrate project management excellence including the ability to keep stakeholders on track, manage risks, ensure milestones are met, and securing customer sign off at project completion
  • Participate in Development team meetings to understand key customer messaging and to develop joint communication strategies for product feature rollouts
  • Portray accurate expectations and commitments to customers related to programs including implementation & product related news
  • Provide an exceptional onboarding experience to all customers and customer stakeholders
  • In partnership with other PS Team members, provide strategic insights and information to customers during 1:1 sessions, consulting them on how to best transform their organization and become champions on their team
  • Relentlessly drive to understand customers, their stakeholders, and their problems deeply
  • Ensure all customer information is well documented and managed, allowing for flawless handoff between teams and resources. This includes metrics, workflows, key design decisions, and strategies.
  • Work with Support and Product teams to ensure customer feedback is captured and realized
  • Help ensure successful adoption of the product at and immediately following go-live
  • Develop proficiency in the product capabilities, and sales process best practices
  • Contribute to defining and refining the initiatives, methodologies, assets, and programs within the Professional Services team
  • Drive problems and roadblocks to resolution with minimal assistance Basic Qualifications:
    • Minimum of 8-10 years of experience in a program management role, preferably in the SaaS space
    • PMP, Prince2 or similar PM Certification/experience
    • Experience working in a lead role across multiple internal teams such as Services, Product, & Engineering
    • Proven record of ensuring customer satisfaction through onboarding excellence including inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer
    • Over 10 years experience in Project Management including proven ability to manage project budgets in excess of $1M
    • Experience building trust and developing client relationships both in person and remote
    • Experience with PM/PSA tools such as Microsoft Project or FinancialForce
    • History of improving processes, methodologies, programs or frameworks that increased team or customer performance
    • Ability to understand deep technical aspects of a product and educate others using simplified high-level explanations
    • Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
    • Proficient in Executive communications and high level strategic debriefs
    • Skilled in transforming customer vision into actual results within the product
    • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
    • Ability to lead through influence
    • Experience with SaaS applications, custom development, and consulting
    • Demonstrated excellent written and verbal communication skills
    • Track record of working with fortune 100 customers with outstanding results
    • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other's back no matter what, we're one with our customers, and we find strength in diversity and inclusion Preferred Qualifications:
      • Passion for designing processes that scale across the Professional Services organization
      • Thorough understanding of the challenges a global organization faces when implementing a new technology and how to help them manage change
      • Familiar with common sales tools (SFDC, DiscoverOrg, RingCentral) as well as Sales Engagement Platforms
      • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
      • Enjoy "getting your hands dirty" by digging into complex operations
      • Strong listening skills; open to input from other team members and departments Why You'll Love It Here --- Generous medical, dental, and vision coverage for full-time employees and their dependents --- 401k to help you save for the future --- Company-organized and personal paid volunteer days to support the community that supports us --- Fun company and team outings (or virtual events these days!) because we play just as hard as we work --- Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network) --- A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents --- Employee referral bonuses to encourage the addition of great new people to the team --- Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!) --- We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Keywords: Outreach, Boston , Program Manager, Professional Services, Executive , Boston, Massachusetts

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