Customer Value Program Director

This is a fully remote position, open to applicants in California.

📋 Description

• Support the GVP, Global Commercial Customer Success, in implementing a robust program that manages milestones, interdepartmental dependencies, potential risks, and IAM adoption across various regions and segments.

• Convert GCCS leadership priorities into cohesive plans, milestones, accountable stakeholders, decision-making paths, and measurable results.

• Oversee the complete delivery process of global and regional initiatives from strategic planning to implementation, adoption, and ongoing optimization.

• Create program governance structures, including charters, operating rhythms, decision rights, RACI models, decision logs, stage gates, escalation procedures, ELT updates, and forums for decision-making.

• Monitor dependencies, risks, issues, decisions, resource requirements, and overall program health; provide succinct executive reports.

• Formulate and implement change management strategies addressing stakeholder impact, readiness, communication, manager support, training, resistance management, adoption, and reinforcement.

• Collaborate with GCCS, Customer Success Operations, GTM Strategy and Operations, Finance, Enablement, Sales, Renewals, Product, Marketing, Data/Analytics, HR, and regional teams.

• Enhance processes and workflows by pinpointing root causes, eliminating systemic obstacles, minimizing redundant efforts and conflicting processes, and facilitating scalable multi-system execution.

• Propel launch preparedness, field execution, post-launch reviews, feedback mechanisms, and continuous improvement initiatives.

• Direct the strategic component of regional and global QBR preparations for all GCCS functions.

⛳️ Requirements

• Over 12 years of experience in program management or change management in support of Customer Success, Services, Education, Operations, or other customer-facing roles.

• Proven experience leading complex, ambitious global and multicultural initiatives across multiple regions, functions, and diverse stakeholder groups.

• Demonstrated ability to translate leadership priorities into cohesive plans, governance frameworks, operating rhythms, and accountable execution.

• Experience in optimizing software processes, facilitating cross-functional deployments, enacting operating-model changes, or managing complex implementations.

• Skilled in managing scope, milestones, dependencies, risks, issues, governance, and executive communications while utilizing data for decision-making.

• Proficient in influencing teams without direct authority, possessing a bachelor’s degree or equivalent experience.

• Preferred: experience supporting GCCS, Commercial/SMB Customer Success, Scaled Customer Management, or Success Hub operating models.

• Preferred: background in managing CVRP, adoption, retention, renewal, or IAM-conversion programs.

• Preferred: experience in developing change impact assessments, readiness plans, manager toolkits, communication cascades, training plans, and adoption strategies.

• Preferred: experience in defining program goals, MVPs or MVDs, success metrics, executive reporting, and operating rhythms across various initiatives.

• Preferred: experience in developing lifecycle, digital, self-service, or one-to-many customer programs.

• Preferred: experience leading organizational change, process redesign, operating-model transformation, or multi-system execution.

• Preferred: experience in evaluating and adopting AI capabilities, automation, or modern operational tools.

• Strong technical skills and a capacity to address multi-step operational challenges.

• Familiarity with Jira, Smartsheet, Confluence, Tableau, or SQL.

• Ability to distill complex information for senior leadership and navigate effectively in uncertain environments.

• Previous experience in management or strategy consulting.

• Applicants must be authorized to work in the United States full-time and permanently without current or future sponsorship.

🏝️ Benefits

• Bonus: Non-sales positions are eligible for a company bonus plan, calculated as a percentage of eligible wages and contingent on company performance.

• Restricted Stock Units (RSUs).

• Paid Time Off and paid company holidays based on the region.

• Up to six months of paid parental leave.

• Comprehensive health benefits plans, including options for 100% employer-paid and minimum employee contribution plans from the first day of employment.

• Retirement and pension programs with potential employer contributions.

• Access to coaching, online courses, and education reimbursements.

• Paid compassionate care leave following the loss of a loved one and other significant life events.