CS&S Strategic Program Manager

Klaviyo Inc.; Boston (MA); On-site; USD 85,000 - 115,000; Full time

Job summary

A leading company in Boston is seeking a Strategic Program Manager to enhance customer success initiatives. This role involves driving cross-functional programs, improving operational effectiveness, and collaborating with senior leaders to deliver exceptional customer experiences. Ideal candidates will have strong communication skills and 5+ years of relevant experience in tech business analysis or program management.

Qualifications

• 5+ years of relevant experience in tech business analysis or program management.

Responsibilities

• Drive end-to-end program execution for key CS&S initiatives.
• Lead change management efforts for new tools and processes.
• Communicate program status and provide post-launch analysis.

Skills

Communication

Problem Solving

Cross-functional Collaboration

Project Management

Job description

The Customer Success and Support (CS&S) teams are key to driving the success of our customers through accelerating product use, value realization, and helping them better achieve their business outcomes. The Strategic Program Manager is a part of the CS&S team and supports the global field teams and our customers by driving cross-functional programs and solutions to improve operational effectiveness. This individual works closely with senior leaders and cross-functional teams to drive the execution of essential projects that enhance the efficiency and effectiveness of our customer success initiatives, focusing on scaling processes, improving metrics, and enabling our teams to deliver exceptional customer experiences. This position is an individual contributor role reporting to the Sr. Director of Strategy and Programs.

Success in this role is about scaling with an eye towards process efficiency, building strong cross-functional partnerships, and driving impactful results. If you are passionate about problem solving, thrive in fast-paced environments, and excel at cross-functional collaboration, we’d love to hear from you.

How you'll make a difference:

• Program Management: Drive end-to-end program execution for key CS&S initiatives, including the ability to see the larger picture, conduct regular reviews to clear blockers, escalate key decisions, and provide recommendations and solutions. Develop and maintain project plans, timelines, and status updates.
• Cross-functional Collaboration: Act as the central point of contact for CS&S initiatives across product, marketing, sales, enablement, and operations to drive cross-functional alignment, accountability, and collaboration across all stakeholders. Help our stakeholders see the “bigger picture” and highlight cross-organizational dependencies.
• Change Management: Lead change management efforts to ensure awareness and effective adoption of new tools, processes, and strategies supporting these initiatives.
• Communication & Reporting: Communicate program status, key milestones, risks, and mitigation plans to stakeholders and leadership on a regular cadence. Provide post-launch analysis and feedback loops.

Who you are:

• Effective verbal and written communication skills and comfort discussing with senior audiences and executives.
• Ability to work across the entire company, from executive staff to individual contributors in GTM, engineering, and G&A, to drive rapid, cross-functional projects and deliverables. Strong relationship-building and influence skills.
• Bias for action and an execution mindset needed to deliver business objectives through CS&S programs.
• Experience managing multiple end-to-end projects and large-scale transformations simultaneously in high ambiguity, flexible environments.
• 5+ years of relevant experience, ideally in tech business analysis/business operations functions or GTM program management.

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