Job Description
The Customer Success Project Management Office (PMO) is a key component for establishing and maintaining processes in the Customer Success organization to enable achievement of key customer and partner outcomes.
CLOUD CUSTOMER SUCCESS
- Maintains and manages the Customer Success program for Cloud product including defining and monitoring usage metrics thresholds and associated customer success interactions.
- Works with experts within the department and in other departments for feedback in optimizing customer success interaction programs as part of a continuous improvement process.
- Manages and optimizes Customer Dashboards for Customer usage.
- Work with the product team on Customer feedback including managing the Customer NPS and other surveying contributing to customer health scores.
PMO
- Provides PMO support to larger PS projects.
- Assists in Proposal and SOW development.
- Partners with PS, CS, and Training teams to define, develop, and role out productized and packaged PS, CS, and enablement offerings.
- Engagement Management and Administration – May vary from situation to situation. Could range from higher-level meetings, closing of engagement, key customer meetings, etc. to a more total engagement administration and management role
PARTNER ENABLEMENT AND CERTIFICATION
- Oversee the partner enablement program
- Develop and oversee Certification programs in partnership with the Training team.