Customer Program Manager - Enterprise CXM Organisation - ref. x26400703

About Our Client

Headquartered in New York City with a global presence, the company supports a wide range of top brands, including over half of the Fortune 100, by uniting teams and enhancing customer satisfaction

• Design and implement strategic plans for delivering customer solutions, aligning with the company's broader objectives.
• Manage the full lifecycle of R&D projects for customers, ensuring timelines, budgets, and quality standards are consistently met.
• Advocate for the customer experience, monitoring their engagement and the value they gain from the company's solutions.
• Serve as an intermediary between clients and the R&D team, fostering clear communication on project goals and expectations.
• Collaborate with R&D to tailor SaaS solutions according to individual customer needs.
• Set up and maintain governance frameworks for projects, covering regular updates, risk management, and issue resolution.
• Identify risks and challenges in customer delivery initiatives and develop strategies to mitigate them.
• Work closely with cross-functional departments (e.g., Sales, Product, Engineering) to ensure alignment and support for client initiatives.
• Partner with Product Management to share customer insights that can inform product improvements and new features.
• Gather and review customer feedback on delivered solutions, ensuring this input is shared with R&D for future enhancements.
• Implement changes and updates based on client feedback to optimize product offerings.
• Provide regular, detailed updates to R&D leaders and stakeholders on project status and outcomes.
• Continuously seek ways to enhance delivery processes, tools, and methodologies.

• Bachelor's degree in information technology, computer science, or a closely related field; advanced degree preferred.
• Over 10 years of experience in program management, analytics, or related roles within the tech industry.
• Demonstrated success in managing large-scale customer implementations and complex projects, with a focus on analytics and product management.
• Project management certifications like PMP or PMI-ACP are advantageous.
• Skilled in data analytics tools and techniques.
• In-depth understanding of contact center technologies, including CRM, telephony, IVR, and omnichannel platforms.
• Strong leadership background with a track record of guiding and developing high-performing teams.
• Excellent interpersonal and communication skills, with an ability to influence and build relationships with senior leadership.
• Expertise in customer experience management, social media, digital transformation, and analytics.
• Experience with BI tools is essential.
• Strong cross-functional collaboration and analytical skills.
• Flexible problem-solver with an agile mindset.
• Ability to manage multiple projects with strong attention to detail.
• Results-oriented and metrics-focused, proficient in tools like JIRA for creating data-driven insights.
• Strong negotiation skills.
• Experience building and leading cross-functional, multinational teams.
• Advocate for innovation.

What's on Offer

For full-time employees, they offer a variety of health plans, wellness programs, and financial support options designed to support both global and local needs, providing security for you and your family