(Sr.) Program Manager – Value & Governance (Customer Success)

IBM; Armonk (NY); On-site; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a (Sr.) Program Manager to join their Customer Success team. This role involves leading initiatives that enhance customer value and operational excellence within a dynamic software division. You will collaborate with various teams to ensure consistent delivery of services and optimize customer experiences. The ideal candidate will have a strong background in Program Management and a knack for problem-solving, making a significant impact on customer success. If you are passionate about driving results and improving processes in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 6+ years of experience in Program Management or related fields.
• Proficiency with tools like Salesforce and Tableau.
• Strong communication and problem-solving skills.

Responsibilities

• Own programs related to customer use cases and operational excellence.
• Collaborate with cross-functional teams to drive consistency.
• Develop initiatives to enhance departmental operations.

Skills

Program Management

Project Management

Customer Success

Consulting

Problem-Solving

Communication Skills

Analytical Skills

Education

Bachelor's Degree

MBA

Tools

Salesforce

Tableau

MS Teams

Excel

Word

Outlook

PowerPoint

Job description

(Sr.) Program Manager – Value & Governance (Customer Success)

Join to apply for the (Sr.) Program Manager – Value & Governance (Customer Success) role at IBM.

Introduction

This role resides within Apptio, a software division within IBM that provides industry-leading enterprise software for Technology Business Management, Cloud cost optimization, and scaled Agile software.

As a member of the global team within Apptio’s Customer Success (Post Sales) department, you will influence how the teams operate and how we document and recognize the value customers receive from our products.

Your Role and Responsibilities

• Own programs and lead initiatives related to customer use cases, time-to-value, departmental goals, and operational excellence, ensuring adherence to processes.
• Collaborate cross-functionally with teams such as Product Management, Product Marketing, Customer Success Leadership, Education, and Professional Services to drive agreement and consistency.
• Improve existing programs and develop new initiatives to enhance departmental operations and value documentation for customers.

Qualifications

• Bachelor's Degree.
• 6+ years of experience in Program Management, Project Management, Customer Success, Consulting, or Engineering within medium to large SaaS companies.
• Experience managing large-scale programs from inception to optimization.
• Proficiency with tools like Excel, Word, Outlook, PowerPoint; intermediate skills with Salesforce, Tableau, MS Teams, and project management tools.
• Strong communication, organizational, analytical, and problem-solving skills.
• Experience presenting to large audiences and senior executives.
• Proven ability to build relationships across organizational levels.
• Ability to see both the big picture and attention to detail in program and process optimization.
• Experience in Customer Success/Post Sales roles such as Customer Success Managers, TAMs, or Customer Advisors.

Preferred Skills and Experience

• Experience with IBM Apptio, Cloudability, or Targetprocess.
• Knowledge in Enterprise SaaS, IT, Finance, Cloud, FinOps, TBM, and Scaled Agile.
• Certifications like PMP, CMMI, Scrum Master, or Agile certifications.
• Advanced education such as an MBA.

Additional Details

• Seniority Level: Mid-Senior
• Employment Type: Full-time
• Job Functions: Project Management, IT
• Industries: IT Services, Consulting