Program Manager II


May 14, 2019
San Jose, California

Program Manager II (Ref#: CSCOJP00065944)
12 months Contract
San Jose, CA

Job Description -TCG Customer Success (CS) Operations – Process consultant

Role Description
 Provide strategy and operational leadership for the Team Collaboration Group Customer Success Operations Process Domain
 Document all process for each route to market that are owned by TCG CS and ensure documentation from upstream and downstream teams is obtained
 Identify improvement opportunities and work with cross functional stakeholders in Product Mgmt, Automation, Digital and Enablement team to implement those
 Accountable for “connecting the dots” across end-to-end processes, consulting on process design, and overseeing a process documentation repository
 Work closely with change manager to ensure process improvements are communicated in a way that is easily digestible by the Customer Success organization & lifecycle partners.

Key Responsibilities
 Current State Assessment: Documents, Design and drive processes (e.g. rollout and standardization of enterprise tool for Customer Success execution)
o Work effectively across IT, Enablement, Digital, Partners, CS etc.
 Provide valuable input on process improvements which includes automation and data needs for their assigned processes.
o Provide direction and guidance on process issues and advocate leading practices
o Work closely with the CS SMEs to Identify gaps and breakdowns and drive root cause analysis to propose solutions

 Future State Definition and plan to get to future state
 Executing on Future State

Ideal Background & Skills
 10+ years of relevant work experience preferably in SaaS business
 MBA or MA in IT, Financial Management, or similar relevant field
 Must be a strategic thinker approaching problems from a strategic and holistic view point
 Data driven mindset
 Proficiency with tools like SFDC, Tableau, Qlik, JIRA, Aha, Miro etc. a big plus
 Must be comfortable working with ambiguity
 Demonstrated experience in developing and analyzing data to support business decisions and to provide insight into future initiatives
 Desired: Experience applying Lean Six Sigma concepts and techniques to initiatives a major plus

 Passionate about continuous improvement & being a change champion
 Ability to lead and direct cross-functionally be it Ops team or stakeholders
 Strong training, coaching, and mentoring skills as it pertains to process improvements
 A demonstrated ability to communicate clearly and effectively at all levels within an organization and proven ability to establish trust quickly and create win-win situations