Program Management Specialist
hace 6 días
We are looking for a dedicated Program Management Specialist to enhance our Software Renewals and Customer Success division. This position plays a vital role in ensuring uniformity across our international teams by establishing standardized procedures, spearheading transformation projects, and executing effective change management tactics. The successful candidate will possess a solid background in program management within a corporate setting, with a strong focus on ongoing improvement, data-informed decision-making, and collaboration among diverse teams.
The Customer Success and Software Renewals division is a client-facing team that supports NI subscription software users in achieving their business objectives through the effective use of NI software, ensuring the ongoing validity of their subscriptions. This role does not involve software development.
Key Responsibilities:
Process Standardization: Design and execute standardized procedures for renewals and customer success managers across various regions. Guarantee uniformity in the application of best practices and methodologies to boost operational efficiency. Transformation Initiatives: Oversee and direct strategic projects aimed at evolving the customer success and renewals functions. Propel change management efforts, ensuring that Customer Success Managers and Software Renewal Specialists receive adequate onboarding and support throughout the transformation. Create communication and training programs to facilitate seamless transitions and the adoption of new processes and policies. Data-Driven Insights: Collaborate with Business Intelligence partners to evaluate data, identify trends, and assess business requirements. Leverage insights to guide decision-making and enhance customer success and renewals strategies. KPI Development and Tracking: Work alongside leadership to define key performance indicators (KPIs) that align with organizational objectives. Establish systems and processes to monitor and report on performance metrics, ensuring transparency and accountability. Continuous Improvement: Promote a culture of ongoing enhancement within the team, pinpointing opportunities to refine processes, tools, and overall performance. Lead initiatives focused on optimizing the daily operations of the renewals and customer success teams. Onboarding and Enablement: Create and implement comprehensive onboarding and enablement programs for new hires and existing team members. Equip the team with the essential skills, knowledge, and tools to excel in their roles and enhance customer satisfaction.Qualifications:
Education: Bachelor's degree in business, management, industrial engineering, or a related field. Experience: 2+ years of experience in program management, preferably within a SaaS environment. Proven success in leading transformation and change management initiatives. Experience in customer success, renewals, or a related field is highly desirable. Skills: Strong project management capabilities with the ability to oversee multiple initiatives concurrently. Excellent communication and interpersonal skills, with the capacity to influence and collaborate across all organizational levels. Proficiency in data analysis and the utilization of business intelligence tools. Strong problem-solving abilities and a proactive approach to identifying and addressing challenges. Ability to thrive in a fast-paced, dynamic environment and adapt to shifting priorities.Key Competencies:
Stakeholder management Strategic thinking and execution Process orientation and attention to detail Change management expertise Data-driven decision-making Continuous improvement mindset#LI-SU01
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