Program Manager – Proactive Customer Engagement
Core
Lead strategic initiatives to transform Technical Support's proactive customer engagement, improving product adoption and reducing reactive interactions.
Role type
Senior Program Manager (Customer Engagement)
Builds
Scalable proactive engagement programs, customer health initiatives, and educational outreach strategies.
Domain
Enterprise Software / Technical Support
Required skills
Program management, strategic thinking, data analysis, stakeholder influence, cross-functional collaboration, project management, operational metrics analysis, program design, customer success strategies, reporting.
Preferred skills
Support management experience, enterprise software environment familiarity, customer health metrics expertise, customer enablement program development, business intelligence tools, PMP/Agile/Lean Six Sigma certification.
Responsibilities
Develop and execute proactive customer engagement programs; Identify opportunities for targeted outreach and educational initiatives; Analyze support trends and operational data to find recurring issues; Design programs to maximize product value and reduce avoidable support; Establish program objectives, timelines, and success metrics; Collaborate with Technical Support leadership to prioritize strategic initiatives; Develop repeatable frameworks for consistent engagement; Monitor program effectiveness and refine initiatives; Prepare performance metrics and insights for leadership.
Seniority
Senior, hands-on IC