Customer Success Program Manager

Customer Success Program Manager

We are hiring a Customer Success Program Manager whose mission will be to drive the business processes and programs that enable an effective and efficient customer onboarding, deployment experience. You will report to the Director of Customer Success Operations and will partner closely with our customers and internal teams in overseeing logistical, tactical, and strategic objectives, while implementing processes and systems that scale to many accounts.

This individual must be able to communicate effectively with customers, employees, management, vendors, suppliers, and cross-functional departments. This position requires the ability to successfully leverage Armis’ resources in managing and completing projects independently and in rolling out successful programs. In this role, you will act as the primary point of contact between multiple teams within Armis, engaging all stakeholders and ensuring their expectations and deadlines are properly managed. The successful candidate will play a significant role in how Armis operationalizes customer deployments to scale and increases productivity. As a key member of the team, you will collaborate closely with our customers and within our customer-facing organization to deliver proactive, accurate and reliable results.

Responsibilities:

• Provide logistical and program management support for customer hardware orders, including tracking of shipments and deliveries to global customer sites.
• Coordinate closely with Customer Success Managers (CSMs) and Technical Account Managers (TAMs) regarding active customer deployments and account activities.
• Provide excellent, operational support to our customers and customer-facing teams.
• Identify project scope, develop implementation plan, engage key stakeholders, define and coordinate activities, communicate changes and progress, build commitment, overcome resistance, and lead assigned programs.
• Create and manage project plans, timelines and milestones for multiple projects within a distributed customer base and across account teams.
• Manage projects from initiation through delivery ensuring completion of the project outcomes are on schedule and according to specifications.
• Maintain documentation of project data, plan, progress, issues, resolution, risks, task completion, lessons learned, and variances.
• Identify and manage risk, develop risk response strategies and remove or escalate project roadblocks or issues to leadership in a timely fashion.
• Present timely team / project status, metrics, dashboards, risks and concerns to stakeholders at all levels of the organization with confidence and clarity, verbally and in writing.
• Contribute to and facilitate applicable meetings, including (but not limited to) daily/weekly stand-ups, planning, and postmortem.
• Build and maintain key documentation and training for templates, policies, business processes, and requirements.
• Generate suggestions for improving processes, tools, project management practices and methodologies.
• Secure acceptance and approval of deliverables from the project sponsor(s) and stakeholders.

Qualifications:

• Excellent organizational and interpersonal skills.
• Extremely strong verbal and written communication skills.
• Quick critical thinking and problem-solving skills.
• Excellent customer service and client relations skills.
• Strong blend of technical aptitude and business acumen.
• Ability to work in a fast-paced, start-up environment where everyone “wears many hats”.
• Self-motivated, self-disciplined, and driven by a passion for continuous improvement.  
• Strong analytical and planning skills with an ability to manage competing priorities.
• Ability to “get your hands dirty” by digging into complex operations.
• Proficiency with using Microsoft Office and Google Suite applications.
• Experience using common project management applications and tools. 
• Ability to establish key metrics and to build reports and dashboards to reflect progress.
• Familiarity with the Atlassian product suite including Confluence and JIRA.
• Competent with common project management methodologies (i.e. agile, waterfall).
• Ability to influence and drive cross-department collaboration.
• Proven ability to manage and implement change in a highly dynamic environment. 
• Customer-focused and able to anticipate client needs and offer solutions, able to develop short-term problem circumvention if needed.
• Desire to learn and grow a professional career within business operations.

Professional History and Experience

• 1-2 years’ experience working in a project/program management role.
• Experience working for an enterprise SaaS software organization – preferably within the cybersecurity industry.
• Experience managing projects across globally distributed customer organizations.
• Bachelor’s Degree in Information Technology, Business Management or a similar discipline.
• Professional Project Management certification is a plus (e.g., CAPM, PMP, CSM, CPO).

Locations: US Remote Anywhere, US CA-Palo Alto, US UT-Lehi, US VA-Richmond

About Armis

Armis is the leading unified asset intelligence platform designed to address the new threat landscape that connected devices create. Fortune 1000 companies trust our real-time and continuous protection to see with full context all managed, unmanaged assets across IT, cloud, IoT devices, medical devices (IoMT), operational technology (OT), industrial control systems (ICS), and 5G. Armis provides passive and unparalleled cybersecurity asset management, risk management, and automated enforcement. Armis is a privately held company and headquartered in Palo Alto, California.