Solutions Program Manager

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

📋 Description

• Act as the main liaison between the Customer team and technical decision-makers, identifying ownership, prioritizing tasks, and ensuring effective communication when deliverables involve multiple areas.

• Create and oversee a Live Tracker for open items with Technical teams; regularly update the Customer Decision Maker on status, proactively resolving issues with urgency to support end-customer goals.

• Coordinate troubleshooting and installation logistics for badges and hardware with the Customer Success and Infrastructure Technical teams.

• Work alongside Sales, Customer Success, and Product teams to define and enhance customer program KPIs, use cases, and business cases; assess feasibility and suggest timelines based on input from Technical Teams.

• Facilitate the collection of technical requirements and communications between customers and Technical Teams.

• Assist Product and Commercial teams in developing comprehensive pilot scopes, defining KPIs, and establishing clear methodologies for KPI measurement.

• Create and manage detailed project timelines that consider internal engineering development cycles, data operations needs, and the requirements and dependencies of external customers.

• Oversee the program timeline from initiation to completion; monitor milestones, dependencies, and obstacles, ensuring momentum and timely delivery.

• Manage scheduling and coordination for lab and store installations with the Infrastructure Technical Team and Customer Success.

• Gather and organize all necessary customer inputs for the Technical Teams, including planograms, images, reference data, and other assets.

• Initiate workflows for data collection and manage associated dependencies.

• Lead the weekly internal customer team meeting with the Technical Team; set the agenda, drive decision-making, and ensure follow-up on action items.

• Ensure that Sales and Customer Success receive timely and accurate information from Technical Teams, and vice versa.

• Maintain internal communication among Engineering, Product, and Customer/Commercial teams, serving as the primary source of information regarding pilot status.

• Utilize your Issue Tracker and Program Timeline to monitor pilot program status, identify blockers, and communicate risks to stakeholders consistently.

• Act as the main technical contact for the Customer Team regarding all aspects of technical planning and installation; engage internal technical teams to ensure prompt and accurate resolutions.

• Escalate obstacles to the Customer Team Decision Maker when resolution requires prioritization or collaboration across teams.

• Collaborate closely with the Customer Team Decision Maker on a daily basis to ensure that priorities are well-understood and effectively communicated.

⛳️ Requirements

• Bachelor's degree in a technical discipline (e.g., Computer Science, Engineering) or equivalent practical experience.

• 3+ years of experience in technical program management, product management, or a comparable role managing complex projects with both internal and external stakeholders.

• Demonstrated ability to create project plans, manage intricate timelines, and guide cross-functional teams to meet deadlines.

• Outstanding communication skills; capable of clearly articulating technical concepts to non-technical audiences and translating customer requirements into actionable engineering tasks.

• Strong analytical and problem-solving abilities, with a proven record of identifying and overcoming project obstacles.

• Experience in supporting customer-facing teams and directly communicating with enterprise clients.

🏝️ Benefits

• Medical

• Dental

• Vision

• 401k