Principal Program Manager - Customer Experience Engineering
Core
Develops guidelines and strategies for teams to conduct health checks, manage customer escalations, and ensure optimized deployment of product features and services.
Role type
Principal Program Manager (Customer Experience Engineering)
Builds
Customer success strategies, deployment guidelines, and resolution plans for strategic accounts.
Domain
Technology industry, cloud, customer experience engineering
Required skills
Strategic guidance, cross-functional team leadership, executive incident communication, root-cause analysis, roadmap development, stakeholder management, defect identification, training program development, KPI management, troubleshooting resource management.
Preferred skills
Trusted advisor relationships, innovative strategy creation, cross-boundary collaboration.
Technologies
engineering tools, customer telemetry
Responsibilities
Develop guidelines for customer environment health checks and new deployment configurations. Manage executive incident communication and coordination for critical events. Identify cross-functional teams to resolve escalated customer issues. Build direct relationships with customer leaders as a trusted advisor. Develop and run training programs across the business. Define roles and responsibilities for stakeholders driving customer support and engineering.
Seniority
Principal, strategy & mentorship
