Senior Customer Experience Program Manager

We are looking for an experienced, highly effective Senior Customer Experience Program Manager focused on the program management for a key customers’ SpringWorks onsite program. You will serve as the face of the SpringWorks program to the customer. Reporting to the SpringWorks Program Operations Director, this role balances account management and program management through strong communication and collaboration skills. 

Preferred location in the Atlanta, Georgia area

What you'll be doing:

• Program & Project Management:
• Drive and own ongoing program management of complex customer initiatives, including project planning and documentation, resource allocation, timeline management and cross-functional stakeholder engagement to ensure on-time and on-budget delivery of customer specific initiatives with outcomes that delight the customer.
• Strong focus on working with the customer to serve as the SpringWorks subject matter expert
• Collaborate closely with the Customer Success account team and with other relevant stakeholders at all levels to gather requirements, communicate progress, and ensure alignment on the customer’s onsite program objectives, key performance indicators, and SLAs.
• Drive on-time and on-budget delivery of the onsite program priorities while establishing and managing customer expectations along the way. 
• Own program progress through development of high quality project plans and progress reports for ensuring adherence to deadlines and deploy strong risk management strategies, including early identification and implementation of effective mitigation strategies. 
• Act as the SpringWorks operational owner for the account to understand the root cause of escalations and issues to diligently resolve with internal partners and any required process creation or optimization.
• SpringWorks Services Account Management:
• Build rapport with customer main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies.
• Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from SpringWorks services.
• Strong partner to the Strategic Account Manager.
• As a SME, make recommendations that help the customer achieve desired outcomes. Continually assess efficiency and efficacy of the program to proactively address gaps before they become issues.
• Cross-Functional Collaboration:
• Build strong internal relationships across other departments, including SpringWorks Clinical teams, Customer Success, Marketing, Product, amongst others to ensure seamless program execution and smooth integration of processes. 
• Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the customer experience.
• Performance Monitoring and Reporting:
• Drive the tracking and reporting of KPIs across your programs to measure the effectiveness and efficiency.
• Build actionable insights to shape program strategy and delivery.
• Take a data-driven approach to build and share customer facing reporting which illustrates the value story of the onsite program and services.
• Drive Quarterly Business Review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations.
• Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics. 
• Collaborate with Strategic Customer Success Manager to ensure program metrics are coordinated with broader business and revenue goals.
• This role reports to the Director, SpringWorks Program Operations
• Willing to travel as needed (20-30%)

What success looks like in this role:

• On time, on budget delivery of onsite program initiatives for key customer(s).
• High customer satisfaction for onsite programs
• Data backed efficiencies in internal workflows and processes, driving SLA improvements and response times for key customer needs.

What we expect from you:

• Bachelor’s degree or equivalent experience required 
• 5+ years of experience working in customer-facing program/project management, operations, and/or account management.
• Strong organizational and communications skills to manage internal/external stakeholder expectations
• Expert relationship builder with the ability to build a rapport and trust with stakeholders (customer, internal, and senior leadership) to achieve results and get initiatives across the finish line in a remote environment.
• Highly organized and can successfully manage multiple projects and multiple work streams across different functions, in a fast paced environment
• Experience with organizing and synthesizing data to tell a compelling story. 
• Strong execution bias who moves seamlessly between diving into the details and driving the strategic vision. 
• You have a proven ability to think holistically while being deeply analytical and detail-oriented.
• Self starter who thrives when given autonomy; solution-focused mindset in constantly changing and ambiguous hyper-growth environments.
• Proven track record in translating business needs into scalable and impactful programs and solutions. 
• You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction.
• PMP certification is a plus
• Experience in healthcare is a plus

The target base salary range for this position is $97,325-$114,500, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Databaseat minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medicalaccounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access toWellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.