Program Manager

Job Summary:

As the Customer Success Program Manager, you own the full end to end accountability for the successful delivery of Portfolio+ products and solutions to assigned customers. In this role, you will collaborate closely with the Senior Sales Account Manager to align on the account strategies to maximize the value of Portfolio+ to the Customer. As part of the delivery process to the Customers, you will work closely with R&D Organization (Product and Architecture Teams) to ensure that Portfolio+ solutions delivered to Customer are best aligned with the Product Roadmap and follow Core Methodologies. This role includes recruiting, leading, developing, and motivating a team of BA’s, QAs, and Technical Development resources to successfully deliver to the Customer. It also includes the further development of repeatable processes and procedure for Customer Success team members to follow as well as key metrics to track and manage individual and team performance.

Job Description:

• Proactively recruit talent to fulfill the customers contract needs.
• Manage, develop, and lead the service delivery team.
• You lead by example in setting and driving a culture of customer commitment and success.
• You take ownership of escalations from customers by tracking course correction required and assuring resolution.
• Work closely with Agile Release Trains (ARTs) to develop the implementation plan, leading multiple, simultaneous initiatives or programs / release trains and manage the program backlog.
• Building and delivering effective reporting for stakeholders.
• Owning and driving efficiencies with Customer Success processes to create smarter ways of working.
• Measuring, managing, and improving customer health, engagement, and value creation to ensure that investments made achieve the planned results.
• Effectively understanding and communication customer needs to other parts of the business, and act as a customer champion within the company

• Oversee and co-ordinate the provision of valuable and effective product support.
• Analyze customer interactions with the service delivery team to identify and share opportunities for product improvement and/or service improvement.
• Manage and oversee all projects and engagements to meet the agreed KPIs, includes consulting, implementation of customer solutions, on-going solution enhancement, and training.
• Establishing and maintaining strategic client relationships
• Proactively sourcing and managing of opportunities, and preparation of accurate and deliverable quotes for work, and ensuring all approved quotes are delivered to the agreed requirements.

Competency Requirements

• Bachelor’s degree or equivalent experience; PMI/PMP/SAFe certification an asset
• Experience as a Customer Success Manager at a Software or technology company
• 3+ years or proven people management experience.
• Experience developing and managing project schedules.
• Knowledge of/ability to apply accepted project management concepts, such as: Scope management using a work breakdown structure, Time management using Gantt, and program evaluation methods, Cost management using budgeting and accounting principles
• Proficiency in Microsoft Office products and mastery of Microsoft Project
• Experience in business process mapping
• You have excellent organization skills, in particular the ability to manage multiple projects and customers, with competing priorities, simultaneously.
• Proven communication skills both written and oral to successfully relay project information
• Proven ability to drive results through a multi-disciplinary team with matrixed reporting relationships and collaboration skills across all project team members.
• Ability to lead and facilitate customer and internal workshops and meetings
• Leadership ability to take initiative and ownership of deliverables as well as to coach and to mentor team members.
• Experience in change management an asset
• Experience in implementing software.
• You are able to seamlessly adapt to the customer style, customer size, and scale and work with seniority of stakeholder/sponsor.
• Self-motivated and self-aware – you recognize your own strengths and weaknesses and are committed to your growth and development

Located in the Greater Toronto Area (GTA), Portfolio+ is a part of Volaris Group Inc. Portfolio+ is an equal opportunity employer. We recruit, hire, train, promote and provide all privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. Please inform us if you have a disability or special need that requires accommodation.

Reference ID: R31801

Job Types: Full-time, Permanent

Salary: Up to $110,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Schedule:

• 8 hour shift

COVID-19 considerations:
We are fully remote until further notice. We will be embracing a hybridized work model moving forward. We will make the appropriate decisions as more information arises from the government and applicable public health agencies.

Work remotely:

• Yes