Program Manager
Posted on 11/30/2023
INACTIVE
Sumo Logic

501-1,000 employees

Log management & analytics software
Company Overview
Sumo Logic’s mission is to be the leading SaaS analytics platform for reliable and secure cloud-native apps. The company is committed to empowering modern digital businesses with their platform that ensures application reliability, protects against modern threats, and gives analytics as well as observability into cloud infrastructures.

Company Stage

Series G

Total Funding

$439.1M

Founded

2010

Headquarters

Redwood City, California

Growth & Insights
Headcount

6 month growth

-3%

1 year growth

-16%

2 year growth

-9%
Locations
Chicago, IL, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Management
Marketing
Asana
CategoriesNew
Sales & Account Management
Product
Customer Success & Support
Requirements
  • Bachelor's degree in Computer Science, Engineering, Business, Information Technology; advanced degree is a plus.
  • Proven experience as a Program Manager or similar role.
  • Strong project management skills with the ability to lead cross-functional teams.
  • Excellent communication and interpersonal skills.
  • Customer-focused mindset with a passion for delivering exceptional customer experiences.
  • Knowledge of field operations, logistics, and service delivery.
  • Analytical and problem-solving abilities.
  • Proficiency in program management software and tools.
  • Strong organizational and time management skills.
  • Asana and G Suite
Responsibilities
  • Build and maintain strong relationships with field staff and external partners.
  • Ensure effective communication and coordination between teams to meet program goals.
  • Collaborate with internal teams, including sales, marketing, customer support, and product development.
  • Manage customer and field escalations and expectations.
  • Manage the response time SLA and coordinate that between Product Managers, Engineering, and Field.
  • Maintaining a registry of these escalations and reporting on resolutions and resolution times - SLAs.
  • Work directly with customers if needed and build the process of Defect to Resolution (D2R).
  • Collaborate with cross-functional teams to gather customer feedback and implement enhancements.
  • Monitor field service delivery to meet or exceed customer expectations.
  • Define key performance indicators (KPIs) and regularly report on program performance to the leadership team.
Desired Qualifications
  • Advanced degree in Computer Science, Engineering, Business, Information Technology.
  • Experience in managing customer and field programs in the technology industry.
  • Certifications in project management or related fields.