Program Manager - CPX Operations - Remote

In this role, you'll work within the Customer and Partner Experience (CPX) Operations team to develop, evaluate and scale programs to drive business efficiency to impact revenue and productivity, and ultimately, a superior customer experience. You'll work directly with Customer Success leaders, and act as a liaison to the shared CPX Operations team resources. You will act an internal consultant to proactively offer creative solutions and recommendations based on industry best practices; and plan and implement operational projects and key initiatives.

Summary

The Program Manager will plan, manage, and execute a variety of projects across multiple lines of business. Projects may span teams, departments, or the entire company. This person works with department leadership and other key stakeholders to identify the business goals, plan the initiative, scope the projects, develop resources, and communicate progress.

Responsibilities

• Combine a multitude of project components into a cohesive whole, aligned with business priorities, balanced across project constraints, managed to meet project objectives.
• Identify and create development and training opportunities to support employee and project success.
• Serve as coach and advisor to matrix team members to facilitate discussion and resolve conflict.
• Facilitate and manage project processes and understand the methodology, serving as a subject matter expert on agile and project management.
• Keep current on industry trends and developments. 
• Identify and balance major project constraints including cost, scope, schedule, risk, quality, resources, and customer satisfaction.
• Assist Senior leadership in designing tools and processes to support the program and increase visibility to initiatives, timelines, and outcomes

What You'll Need

Education        

• Undergraduate Degree or equivalent combination of education and experience in a related field.

Skills

• Excellent verbal, written, and interpersonal communication skills.
• Self-motivated with strong propensity for action, results, and continuous improvement.
• The ability to work successfully in a high-energy, fast paced, rapidly changing environment.
• Exceptional organizational skills with the ability to multi-task and manage multiple projects simultaneously while working under pressure to meet deadlines.
• Well organized with superb project management and time management skills
• The ability to work effectively with multiple teams in various locations.
• Understands, practices, and promotes agile principles.
• Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast-paced, rapidly changing environment is necessary; must be able to multi-task and manage multiple projects, processes, programs, and procedures simultaneously while working under pressure to meet deadlines, organizational goals and initiatives
• Understanding of SaaS business economics preferred

Experience

• 5+ years experience planning and managing complex projects with cross-functional teams.
• Experience using a variety of project approaches
• Experience working in Customer Success or Customer Success Operations in a SaaS environment strongly preferred
• Familiarity with the following tools preferred: Salesforce, Netsuite OpenAir, Gainsight, Smartsheets, Zendesk

Certifications and Licenses

• Project management certification, e.g. PMP, agile preferred.

Travel Requirement

• Up to 25%

Working Conditions & Physical Requirements

• Reliable internet access for any period of time working remotely, not in a Workiva office.

How You’ll Be Rewarded:

• Salary range in the US: 

$87,000.00 - $145,000.00 Annually

• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.