Program Manager – Proactive Customer Engagement
Core
Lead strategic initiatives to transform Technical Support's customer engagement by developing scalable programs that proactively address customer needs, improve product adoption, and reduce reactive support interactions.
Role type
Senior Program Manager (Customer Engagement)
Builds
Scalable proactive engagement programs, customer health initiatives, and preventative engagement strategies.
Domain
Enterprise Software / Technical Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Program management, strategic thinking, data analysis, stakeholder influence, cross-functional initiative design, operational metrics interpretation, framework development, continuous improvement.
Preferred skills
Support management experience, enterprise software environment familiarity, customer health metrics expertise, customer enablement program development, business intelligence tool proficiency, PMP/Agile/Lean Six Sigma certification.
Technologies
Business intelligence and reporting tools
Responsibilities
Develop and execute proactive customer engagement programs; identify opportunities for targeted outreach and educational initiatives; analyze support trends and operational metrics to find recurring issues; design programs to maximize product value; establish program objectives and reporting mechanisms; collaborate with Technical Support leadership to prioritize initiatives; develop repeatable frameworks for consistent engagement; monitor program effectiveness via data analysis; deliver performance metrics and insights to leadership.
Seniority
Senior, hands-on IC
