Client Success Program Manager

What you’ll do

Client Success Team Operations

  • Develop and own the operating plan for client success and merchants, including developing important metrics for team effectiveness
  • Build resources, content, and processes to ensure the team is effectively meeting goals and deliverables with merchants and partners
  • Run team meetings efficiently and optimally, with the ability to connect dots and influence key decisions

Merchant Programs

  • Program manage cross-functional initiatives and launches (i.e., set process, deadlines, results) end-to-end
  • Build playbooks for XFN teams including product, marketing, credit, compliance to ensure merchant projects are executed effectively and efficiently
  • Develop positive relationships with key partners across the company, including engineering, product, credit, marketing, and sales
  • Build processes for teams to effectively work with client success and merchant partners

Process Improvements

  • Working with Business Process and Operations team, support business process standardization via standard methodology by sharing insights with business unit counterparts and positively contributing to a culture of standardization
  • Roll out efficiency tools and documentation tools to maximize efficiency in cross-functional projects

What we look for

  • 5+ years of work experience in management consulting, sales analytics, sales operations, or strategy and operations at a technology company (or similar).
  • BA/BS in a relevant field (Operations Management and Systems Engineering is a plus).
  • Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively (PMP certification is a plus).
  • Experience in applying operational processes efficiency frameworks such as Lean Management, Six Sigma, and other operational efficiency tools.
  • Proven abilities to ask the right questions and to use sound business judgment when collaborating with a wide range of stakeholders.
  • Effective and mature communicator, able to convey sophisticated ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions.
  • Experience in building positive relationships and influencing others
  • Self-starter who thrives and can multitask in fast-paced and often ambiguous environments.