EverHealth - Customer Experience Program Manager

TIMELY LTD; Denver (CO); Remote; USD 110,000 - 120,000; Full time

Job summary

An innovative company is seeking a dynamic Customer Programs Manager to enhance customer experience through process optimization and enablement strategies. This role is pivotal in driving customer success by designing comprehensive training programs and collaborating across teams to ensure seamless customer interactions. With a focus on continuous improvement and data-driven decision-making, you will play a crucial role in shaping the customer journey. Join a forward-thinking team that values flexibility and offers robust benefits, including health and wellness programs, a 401k match, and the opportunity to work remotely or in a hybrid setting.

Benefits

Flexibility to work remotely or in-office

Annual wellness stipend

401k with up to 4% match

Flexible time-off

Employee Stock Purchase Program

Qualifications

• 8+ years of experience in Customer Success, Operations, or Strategy roles.
• Proven track record in process design, documentation, and optimization.

Responsibilities

• Design and implement enablement programs for Customer Success Managers.
• Map, optimize, and document key customer success processes.

Skills

Customer Success Management

Process Optimization

Project Management

Analytical Skills

Stakeholder Management

Excellent Communication

Education

Bachelor’s degree in Business

Master’s degree or equivalent experience

Tools

Salesforce

Gainsight

Job description

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture, and Values here: https://www.evercommerce.com/about-us/careers/

We are looking for a Customer Programs Manager at EverHealth. EverHealth is simplifying the business of healthcare through simplified, user-centric software which streamlines the daily operations of healthcare practices. The right software can be critical to the health of a practice, and that’s why we’ve created an integrated ecosystem of intuitive, easy-to-use products that work with how providers run and grow their business.

Role:

We're seeking a dynamic Customer Program Manager to join our Customer Experience team, reporting to the Head of Customer Success Programs and Strategy. This role will serve as the backbone of our Customer Experience department, focusing on enablement, process optimization, and systems integration throughout the customer journey.

Responsibilities:

1. Design and implement comprehensive enablement programs for Customer Success Managers and Customer Support team members to enhance their effectiveness and expertise
2. Map, optimize, and document key customer success processes from pre-sales to post-sales
3. Collaborate with Sales, Implementation, and Support teams to ensure seamless customer handoffs and consistent experiences
4. Identify system gaps, redundancies, and integration needs across the full customer lifecycle
5. Develop and maintain dashboards and reporting mechanisms to track customer success metrics and program effectiveness
6. Create and standardize customer success playbooks, templates, and other enablement resources
7. Partner with Product, Sales, and Customer Support to align cross-functional processes and systems
8. Lead training sessions and knowledge sharing opportunities for the CS team
9. Drive continuous improvement initiatives based on customer feedback and operational insights

Skills and Experience needed for success in this role:

1. Education: Bachelor’s degree in business, Marketing, Communications, or a related field (Master’s degree or equivalent experience a plus).
2. 8+ years of experience in Customer Success, Operations, or Strategy roles with at least 3+ years in leadership positions
3. 4+ years of experience in Customer Success, Program Management, or related field
4. Proven track record in process design, documentation, and optimization
5. Experience with Customer Success or CRM platforms (Salesforce, Gainsight, etc.)
6. Strong systems thinking approach with ability to connect disparate processes and tools
7. Excellent project management skills with attention to detail
8. Outstanding written and verbal communication abilities
9. Analytical mindset with data-driven decision-making capabilities
10. Strong stakeholder management and cross-functional collaboration skills

Where: This is a remote role, however, proximity to Denver, CO is a plus. Expected travel: 1/quarter if not located in the Denver area.

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely.

Benefits and Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

Compensation: The target base compensation for this position is $110,000-$120,000 per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!