Senior Technical Programs Manager

coveoen; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Coveoen is seeking a lead for technical customer programs to help enterprise clients adopt and sustain value from a configurable software platform across North America, with emphasis on Pacific time zones.

You will design and deliver programs, guide onboarding and enablement, use data to spot opportunities, and collaborate with product and support teams to drive measurable outcomes for customers.

Qualifications

• Five or more years working directly with complex enterprise customers in a SaaS environment.
• Strong technical understanding of configurable software platforms and the ability to independently advise customers on decisions and best practices.
• Experience designing, running, and improving customer programs while managing competing priorities and delivering measurable results.
• Strong analytical, communication, and stakeholder management skills, including explaining technical findings to varied audiences.

Responsibilities

• Design customer programs from planning through delivery, defining target groups, objectives, and measures of success.
• Use product activity and customer information to spot adoption opportunities, anticipate obstacles, and recommend practical next steps.
• Advise customers on technical choices and product practices, coordinating with internal teams to resolve complex issues.
• Guide onboarding, technical enablement, health reviews, and strategic conversations, relating product capabilities to changing customer goals.
• Improve engagement methods and operating processes to increase effectiveness and support repeatable programs.
• Share guidance across the customer base through webinars, office hours, and community learning resources.

Skills

Analytical thinking

Communication

Stakeholder management

Job description

Role overview

Lead technical customer programs that help enterprise clients adopt and get sustained value from a configurable software platform. The work combines hands-on product guidance, customer data analysis, and program design, with responsibility for engagements across North America and particular attention to customers in Pacific time zones.

Responsibilities

• Design customer programs from planning through delivery, defining target groups, objectives, and measures of success.
• Use product activity and customer information to spot adoption opportunities, anticipate obstacles, and recommend practical next steps.
• Advise customers on technical choices and product practices, coordinating with internal teams to resolve complex issues.
• Guide onboarding, technical enablement, health reviews, and strategic conversations, relating product capabilities to changing customer goals.
• Improve engagement methods and operating processes to increase effectiveness and support repeatable programs.
• Share guidance across the customer base through webinars, office hours, and community learning resources.

Requirements

• Five or more years working directly with complex enterprise customers in a SaaS environment.
• Strong technical understanding of configurable software platforms and the ability to independently advise customers on decisions and best practices.
• Experience designing, running, and improving customer programs while managing competing priorities and delivering measurable results.
• Strong analytical, communication, and stakeholder management skills, including explaining technical findings to varied audiences.

Nice to have

• Experience using product telemetry, usage analytics, or customer health measures to plan proactive engagement.
• A record of scaling customer programs or improving engagement processes.
• Experience leading executive reviews, roadmap discussions, or technical workshops.

Benefits and work setup

• Open to candidates located anywhere in Canada; customer coverage focuses in part on the Pacific time zone.