Customer Success Program Manager

Job Responsibilities:

· Program Management: Run various programs through their lifecycle; Develop project plans, objectives, deliverables and timelines that support business needs; Monitor progress/success of projects and program execution compared to plans and escalate when deliverables are at risk; Create strategies for risk mitigation and contingency planning; Oversee third party deliverables on projects where necessary; Efficiently identify and resolve program issues; Design and maintain technical and project documentation.

· Communication: Gather content from surveys, metrics update, customer stories, team kudos, etc. and structure into communications and/or training to represent the Voice of the Customer (VOC) to various constituencies (Operations, Sales teams, etc.).

· Exception Handling: Document processes on how to handle exceptions to standards; determine which processes should be published on intranet sites.

· Commu...