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Senior Program Manager, Customer Programs
Atlassian - San Francisco, CA
posted about 2 months ago
About the position
The Senior Program Manager for Customer Programs will play a pivotal role in enhancing customer experience (CX) effectiveness and driving product adoption within Atlassian's Global Customer Success, Advisory Services, and Renewals teams. This position involves orchestrating innovative programs and scalable solutions, collaborating with various teams to deliver impactful customer engagement activities, and ensuring customer success through strategic program leadership and cross-functional collaboration.
Responsibilities
- Define, lead, and track strategic and operational programs to successful completion.
- Improve the effectiveness and efficiency of adoption and value realization capabilities for Atlassian customers through various initiatives.
- Develop customer journey and lifecycle management processes and playbooks.
- Create and curate digital journey content and metrics.
- Collaborate with Marketing, Product/Growth, Data Teams, and Revenue Operations on GTM and adoption campaigns.
- Represent CSM and customers in cross-functional programs/workstreams focused on customer experience initiatives.
- Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.
- Ensure successful execution of the Global Customer Success GTM strategy.
- Drive change management initiatives for the adoption of new processes, features, and tools.
- Build strong relationships with internal stakeholders and external partners to foster collaboration.
Requirements
- 5+ years in program management, preferably in SaaS or software industries.
- Strong strategic thinking and problem-solving skills.
- Proficiency in data analysis and interpretation.
- Excellent communication and presentation skills.
- Demonstrated experience in managing cross-functional projects with tight deadlines.
- Passion for understanding customer needs and delivering exceptional customer experiences.
Nice-to-haves
- Experience with Atlassian products or similar collaboration tools.
- Knowledge of agile methodologies and practices.
Benefits
- Health coverage
- Paid volunteer days
- Wellness resources
