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Principal Program Manager
Customer Success
Posted on 1/24/2023
Experience Level
Desired Skills
  • Develop and manage a robust project process including project documentation, kick-offs, status tracking and hot-washes
  • Manage the delivery of large, cross-organizational projects across Customer Success and other areas of the business
  • Build strategic recommendations for go-to-market and Customer Success programs
  • Establish means to consistently communicate the updates and new programs within our organization and with other collaborators
  • Establish project roles and responsibilities, and ensure appropriate ongoing communication
  • Identify potential roadblocks in advance and work with appropriate teams to get creative about how to manage them
  • Assist in budgeting and cost analysis related to projects, team needs and company goals
  • Scope resourcing needs across functional areas to support new projects; partner with cross-functional leads to outline creative solutions
  • Assess operational impact of new processes to ensure smooth roll out
  • Assist the team in understanding current and future capacity and help articulate possible trade-offs when projects need to be prioritized
  • In-depth knowledge of Customer Success programs and models
  • Outstanding project management, time management & organization skills
  • Ability to think strategically and synthesize concepts into deliverables
  • Excellent process development and improvement skills
  • Ability to spin many plates and not be overwhelmed with a fast-paced environment
  • Enjoy building strong relationships cross-functionally
  • Excellent active listening, negotiating and conflict management skills
  • Ability to adjust communication styles to internal and external customers at multiple levels
  • 10+ years of professional experience with a minimum of 5 years in technology-focused Customer Success and/or program management
  • Bachelor's degree or compelling story (experience and a demonstrated record of success matters most)
  • Experience delivering strategic, cross-functional initiatives in a matrixed environment is a must
  • Experience helping organizations scale for growth a huge plus
  • Expertise in working with data - you know what good looks like, how to measure it, and quickly create action from it
  • Experience with Salesforce, Zendesk, Monday and Domo or similar tools a plus
  • Knowledge of cybersecurity a plus

201-500 employees

Security monitoring software
Company Overview
Expel’s mission is to deliver security solutions to enable analysts to be more efficient by automating work, consolidating information, and reducing time consumption of tasks. The company is committed to providing industry leading and transparent security services to cloud applications, infrastructure, networks, and endpoints.
  • Unlimited vacation
  • 401k plan
  • Healthcare plan with dental and vision
  • Flexible work hours
  • Opportunity to work from home
  • One paid conference per year
  • Parental leave