Company:
SAS
Location: Cary
Closing Date: 21/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
:
Senior Program Manager, Customer Success Enablement – Gainsight Specialist- Hybrid or Remote
We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
The Customer Success Enablement Team is looking for a Senior Program Manager to play a crucial role in partnering with and supporting the Global Customer Success Organization to build, manage, and continuously improve Customer Success portfolio programs. Your work will include developing and implementing initiatives that support Customer Success Managers in driving customer adoption, creating and managing onboarding and training plans, success plans, and other internal and external-facing assets. Additionally, you will focus on streamlining global renewal processes and defining reporting requirements to enhance Renewal Specialist effectiveness. A key part of this role will be leveraging your experience with Gainsight to ensure the successful delivery of these programs to the field.
As a Senior Program Manager, you will:
Program Development & Management: Partner with stakeholders to implement programs, procedures, and policies to enable Customer Success Managers to lead customers through their journey successfully. Develop content for internal assets like playbooks and customer-facing assets that drive adoption.
Gainsight Program Delivery: Leverage Gainsight to create dashboards, develop strategic Playbooks, and design customer journeys using Journey Orchestrator. You’ll work closely with key stakeholders to translate business needs into actionable insights through visually compelling dashboards that enhance decision-making across the organization.
Global Alignment & Process Improvement: Collaborate with core stakeholders in Global Customer Success Leadership to develop, implement, and continuously improve global programs. Ensure alignment with business objectives and exceed performance targets.
Operational Efficiency: Streamline the effectiveness of global renewal processes by building and documenting workflows in collaboration with cross-functional teams. Continuously improve a Global Renewal Management Framework to ensure adherence to global standards.
Reporting & Analytics: Define reporting requirements, oversee the creation of reports and dashboards, and use these tools to increase the effectiveness of Renewal Specialists and reduce time spent in internal systems.
Content Strategy & Creation: Develop and implement a content strategy that aligns with Customer Success goals. Create content that caters to different customer personas, ensuring a delightful customer journey. Monitor content performance and gather feedback for improvements.
Training & Enablement: Conduct training sessions for large groups and build enablement materials that empower teams. Leverage strong internal relationships to work cross-functionally and drive the success of Customer Success initiatives.
Required qualifications
Bachelor's degree in a relevant field; an MBA or advanced degree is a plus
At least eight years of experience in Program Management, Customer Success, or related field
2-4 years of experience using Gainsight, specifically in creating dashboards, building playbooks, and designing customer journeys in Journey Orchestrator
Experience in content creation, technical writing, or a similar role with a focus on Customer Success.
Strong cross-functional collaboration skills and experience in building strong internal relationships.
Ability to manage multiple initiatives simultaneously, prioritizing and adhering to deadlines.
Preferred qualifications
Knowledge of Customer Success processes and best practices.
Experience with Renewal Management
Development / hosting for large group training programs
Experience in successfully developing and implementing programs across cross-functional teams
Development of Customer Success internal and external enablement content such as templates and playbooks
Development and delivery of dashboard and reporting requirements
Technical background with the ability to comprehend complex concepts and translate them into actionable content.
Experience with Gainsight’s Journey Orchestrator or Marketing Automation software.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: . Also view the notice.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
SAS only sends emails from verified “(url removed)” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact
#SAS
Senior Program Manager, Customer Success Enablement – Gainsight Specialist- Hybrid or Remote
We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
The Customer Success Enablement Team is looking for a Senior Program Manager to play a crucial role in partnering with and supporting the Global Customer Success Organization to build, manage, and continuously improve Customer Success portfolio programs. Your work will include developing and implementing initiatives that support Customer Success Managers in driving customer adoption, creating and managing onboarding and training plans, success plans, and other internal and external-facing assets. Additionally, you will focus on streamlining global renewal processes and defining reporting requirements to enhance Renewal Specialist effectiveness. A key part of this role will be leveraging your experience with Gainsight to ensure the successful delivery of these programs to the field.
As a Senior Program Manager, you will:
Program Development & Management: Partner with stakeholders to implement programs, procedures, and policies to enable Customer Success Managers to lead customers through their journey successfully. Develop content for internal assets like playbooks and customer-facing assets that drive adoption.
Gainsight Program Delivery: Leverage Gainsight to create dashboards, develop strategic Playbooks, and design customer journeys using Journey Orchestrator. You’ll work closely with key stakeholders to translate business needs into actionable insights through visually compelling dashboards that enhance decision-making across the organization.
Global Alignment & Process Improvement: Collaborate with core stakeholders in Global Customer Success Leadership to develop, implement, and continuously improve global programs. Ensure alignment with business objectives and exceed performance targets.
Operational Efficiency: Streamline the effectiveness of global renewal processes by building and documenting workflows in collaboration with cross-functional teams. Continuously improve a Global Renewal Management Framework to ensure adherence to global standards.
Reporting & Analytics: Define reporting requirements, oversee the creation of reports and dashboards, and use these tools to increase the effectiveness of Renewal Specialists and reduce time spent in internal systems.
Content Strategy & Creation: Develop and implement a content strategy that aligns with Customer Success goals. Create content that caters to different customer personas, ensuring a delightful customer journey. Monitor content performance and gather feedback for improvements.
Training & Enablement: Conduct training sessions for large groups and build enablement materials that empower teams. Leverage strong internal relationships to work cross-functionally and drive the success of Customer Success initiatives.
Required qualifications
Bachelor's degree in a relevant field; an MBA or advanced degree is a plus
At least eight years of experience in Program Management, Customer Success, or related field
2-4 years of experience using Gainsight, specifically in creating dashboards, building playbooks, and designing customer journeys in Journey Orchestrator
Experience in content creation, technical writing, or a similar role with a focus on Customer Success.
Strong cross-functional collaboration skills and experience in building strong internal relationships.
Ability to manage multiple initiatives simultaneously, prioritizing and adhering to deadlines.
Preferred qualifications
Knowledge of Customer Success processes and best practices.
Experience with Renewal Management
Development / hosting for large group training programs
Experience in successfully developing and implementing programs across cross-functional teams
Development of Customer Success internal and external enablement content such as templates and playbooks
Development and delivery of dashboard and reporting requirements
Technical background with the ability to comprehend complex concepts and translate them into actionable content.
Experience with Gainsight’s Journey Orchestrator or Marketing Automation software.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: . Also view the notice.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
SAS only sends emails from verified “(url removed)” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact
#SAS
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