Materials Program Manager

Key Responsibilities

• Develop, refine, and standardize customer success practices
• Assist with company segmentation strategy
• Manage the health of customer relationships
• Build customer success plans and establish goals
• Work cross-functionally in a global, matrixed environment
• Manage, analyze, monitor, and report key performance indicators
• Drive Voice of Customer initiatives
• Analyze, design, and implement processes to streamline the customer lifecycle
• Coordinate with platform teams to implement customer success metrics
• Manage and analyze customer surveys and satisfaction metrics
• Implement renewal strategies
• Travel up to 50%

Requirements

Education

Bachelor's Degree

Experience

Minimum 8 years

Required Skills

• Customer success management
• Account management
• Digital or software product experience
• Leadership in customer success practice development
• Global matrixed organization experience
• Business-to-business (B2B) environment experience
• Problem analysis and resolution
• Critical thinking
• Customer-focused mindset
• Influencing product adoption and customer retention
• Proficiency in CRM and Customer Success platforms
• Excellent communication skills
• Workshop facilitation
• Use case building
• Collaboration with diverse teams

Benefits

• Retirement plan