Program Manager

2 days ago

Pune, India E42.ai Full time

E42 is a category-leading, VC-backed AI startup on an exponential growth trajectory. The E42.ai no-code enterprise Cognitive Process Automation (CPA) platform spawns AI co-workers with human-like cognitive abilities to automate processes across enterprise functions and verticals. We have 50+ marquee enterprise customers across the globe, including Fortune 500 companies like Accenture, Tata Communications, Mahindra and Mahindra that have deployed these AI co-workers to automate processes across Finance, HR, Marketing, Customer Care, to name a few.   The platform helps enterprises become intelligent one AI co-worker at a time while propelling E42 as a global leader.    

   

E42.ai is a NASSCOM Deep Tech member and has been featured in IDC and Gartner reports, as well as awarded by most of its partners like Microsoft, Oracle, SAP, NVIDIA, and the likes.  

  

The Program Manager is responsible for the ownership and management of issues and related initiatives to ultimately achieve customer success. This role requires a professional with experience in program management, and the ability to coordinate cross-functional teams to achieve customer success. They ensure the successful delivery of customer success programs by managing scope, budget, timelines, and stakeholder expectations. If this sounds like you, apply to this job post so we can speak with you


Roles and Responsibilities

Customer Success Program Strategy and Planning

  • Develop customer success program strategies that align with organizational objectives to drive customer success
  • Define customer success related program scope, goals, deliverables, and success criteria in collaboration with leadership and stakeholders, detailing plans, schedules, budgets, resource allocation, and risk management strategies

Execution and Delivery

  • Oversee and hold self-accountable for the execution of customer success programs, ensuring all projects within the program are completed on time, within scope, and within budget
  • Oversee the work of project managers to ensure alignment and integration of efforts towards achieving customer success
  • Monitor program progress and performance, recommending adjustment in plans and resources as necessary to meet customer success program success

Risk and Issue Management

  • Identify, assess, and manage risks associated with customer success programs, developing mitigation plans to address potential challenges in the way of achieving customer success
  • Proactively resolve issues that arise during customer success program execution, ensuring minimal impact on program outcomes

Stakeholder Management and Communication

  • Establish and maintain strong relationships with key stakeholders, including executives, project sponsors, and clients
  • Communicate customer success program status, milestones, and performance metrics to stakeholders regularly and transparently
  • Facilitate stakeholder meetings and customer success program reviews via achievement of customer success parameters met to ensure alignment and address any concerns and zero come backs

Performance Monitoring and Reporting

  • Define and track key performance indicators (KPIs) to measure customer success program success and identify areas for improvement
  • Prepare and present comprehensive customer success program reports to senior leadership, highlighting achievements, challenges, and recommendations

Team Leadership and Development

  • Mentor and support project managers, fostering a culture of collaboration, excellence, and continuous learning
  • Sensitize team to customer success by aligning them to stay focused on everything needed to achieve customer success


Qualifications

Education: Master’s in Business Administration, Computer Science, or a related field

Experience:

  • Minimum of 10 years of strategic and hands on experience in program management aimed towards customer success, or a related role, preferably in the tech or AI industry (preferred but not mandatory)
  • Proven track record of driving customer satisfaction and successfully managing programs and projects.

Skills:

  • Strong customer relationship management skills, with a proven track record of driving customer success and satisfaction
  • Excellent project and program management skills, with the ability to manage multiple initiatives simultaneously
  • Strategic thinker with the ability to develop and execute plans that drive business outcomes
  • Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
  • Strong analytical and problem-solving skills, with the ability to leverage data to inform decision-making
  • Proficiency in project management and tools (e.g., Gitlab, Jira, etc.)

Essential Attributes:

  • Proactive, self-motivated, and results-oriented mindset
  • Collaborative, respectful and willing to flex in different time zones
  • Being able to flex between being strategic and hands on comfortably
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment
  • Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks effectively
  • Positive attitude and flexibility to adapt to changing business needs and priorities
  • Should have worked in a start-up (preferred but not mandatory)

Good to have:

  • PMP (Project Management Professional) or PgMP (Program Management Professional) certification
  • Customer Success certification (e.g., Certified Customer Success Manager - CCSM)


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