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

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

Job summary

An established industry player is seeking a Program Manager to enhance customer success within their innovative software division. This role involves leading key initiatives, optimizing processes, and collaborating with cross-functional teams to ensure customers achieve maximum value from their solutions. The ideal candidate will have extensive experience in program management within SaaS environments and possess excellent communication and analytical skills. Join this dynamic team to make a significant impact on customer satisfaction and operational excellence, while working in a diverse and inclusive environment that values your contributions.

Qualifications

• 6+ years in Program/Project Management for SaaS companies.
• Expertise in communication and relationship building across all levels.
• Experience in Customer Success and Post Sales roles.

Responsibilities

• Own programs related to customer use cases and operational excellence.
• Collaborate cross-functionally to drive agreement in initiatives.
• Optimize programs to improve departmental operations and documentation.

Skills

Program Management

Project Management

Customer Success

Consulting

Engineering

Communication

Problem-solving

Analytical Skills

Education

MBA or advanced degree

Project Management Certification

Tools

Salesforce

Tableau

MS Teams

Excel

Word

Outlook

PowerPoint

Workfront

Monday.com

MS Project

Job description

Introduction

This role resides within Apptio, a software division within IBM that provides the 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 impact how the global teams operate, as well as how we document/recognize the reasons customers buy our products and the value they receive.

Your role and responsibilities

• Own programs and lead key initiatives related to customer use cases, customer’s time-to-value, key departmental initiatives, and operational excellence in adherence to process.

• Collaborate deeply cross-functionally, as you influence to drive agreement & consistency in owned programs and initiatives. Common collaboration teams include Product Management, Product Marketing, Customer Success Senior Leaders, Education, and every level in the Customer Success & Professional Services organizations.

• Optimize current programs and build new initiatives to improve how our department operates and how we document/recognize the value our customers receive.

Required technical and professional expertise

• 6+ years of experience in Program Management, Project Management, Customer Success, Consulting, or Engineering role for medium to large scale business SaaS company.

• Demonstrative experience in owning large scale programs, both from initial creation to inheritance and running/optimizing standing programs.

• Expert level skills with common corporate tools: Excel, Word, Outlook, PowerPoint, etc.

• Intermediate skills with common enterprise tools: Salesforce, Tableau, MS Teams, various project management tools (Workfront, Monday.com, MS Project, etc.).

• Exemplary skills in communication, organization, analytics, and problem-solving.

• Effective presentation skills with experience presenting to large-scale audiences, as well as senior executives.

• Success in Communication and Relationship Building: Demonstrable success in communication and personal relationship development at all levels - from early career individual contributors to technical administrators, to CxOs - with experience of navigating challenging debate to reach healthy resolutions.

• Multi-Scale Visionary: Proven experience and skills at both building/optimizing for big picture outcomes and foundational detail excellence of programs & processes. Keen eye for optimizing to make easier/simpler/better while continuing quality of the entire program.

• Departmental Expertise: Experience working with or within Customer Success / Post Sales, including roles such as Customer Success Managers, Enterprise SaaS Onboarding roles, TAMs, Customer Advisors, etc.

Preferred technical and professional experience

• Experience with IBM Apptio, IBM Cloudability and/or Targetprocess product families

• Technology & Domain Expertise: Experience working with a broad spectrum of domains and technology solutions including Enterprise SaaS, IT, Finance, IT Financial Management, Cloud, Cloud Financials, FinOps, TBM, Scaled Agile.

• Certifications for project/program management: Project or program certifications including but not limited to PMP, CMMI, Scrum Master or Agile Project Management.

• MBA or other advanced schooling on relevant topics.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.