Role OverviewAs a member of Botify's Global Services Organization, the Customer Program Manager plays a crucial role in facilitating collaboration between Botify and its most strategic clients. They are instrumental in ensuring the seamless execution of multi-threaded implementation and service programs on the Botify platform. Customer Program Managers act as the linchpin connecting key stakeholders and initiatives, providing both structure and direction within client relationships and internally.
Your responsibilities:- Maintain a portfolio of strategic customers, partnering closely with Botify Account Team members to drive strategy and cultivate long-term relationships with key client stakeholders.
- Identify key performance indicators (KPIs) and develop Success and Engagement plans to accelerate adoption and guide clients towards desired outcomes.
- Oversee and project manage product implementations for both new strategic customers and existing clients, expanding their Botify product scope.
- Regularly monitor and provide updates on client health and adoption to expand engagements and identify opportunities for maximizing value from Botify.
- Monitor platform functionality and integrations for customers, coordinating technical work with Botify's support team and global services resources when necessary.
- Coordinate and lead complex technical discussions in collaboration with Botify support or engineering team resources.
- Develop and deliver content for client-facing sessions and executive business reviews (both remote and on-site) in partnership with Account Managers and SEO Success Managers.
- Partner with Account Managers to identify and execute growth strategies.
- Assist in building and implementing internal processes to enhance efficiency in service delivery.
Your qualities:- Creative Problem Solver
- Autonomous and Independent
- Works well under pressure and in ambiguous situations
- Strong technical acumen
Experience:- 4+ years of experience in client-facing roles with a focus on Program Management, Project Management, Technical Customer Success, Implementation Management, or similar roles, preferably in a B2B SaaS environment.
- Significant customer-facing experience leading enterprise customers through business or technology transformations, with large account/project management experience.
- Experience working with complex enterprise software solutions.
- Proven ability to facilitate and contribute to complex technical discussions.
- Interest in SEO; previous experience in the industry is a plus.
Salary: $90,000 - $110,000 base salary + 15% bonus, based on experience.
What we offer:- Unlimited Time Off
- 11 company holidays
- 16 weeks of parental leave
- Summer Fridays
- ClassPass Subscription
- Team building events and initiatives
- Flexible work policy
- Commuter benefits
- 401k
- Health and Wellness perks
Department Professional Services Locations New York Remote status Hybrid Employment type Full-time
