Customer Program Manager
HybridRiyadh, Riyadh Region, Saudi Arabia
Job Summary
Lead customers and partners through their Splunk journey from discovery to implementation of sophisticated solutions using management and technical skills. Establish relationships with internal and external stakeholders to run a portfolio of medium to high complexity customer projects. Build and maintain project plans including P&L, outlining tasks, landmark dates, and resource allocation aligned to statements of work. Implement detailed project reporting on burn rate, progress, risks, and dependencies for key customer stakeholders. Collaborate with sales and sales engineering teams to ensure timely engagement on technical details and execute the RFP/SOW process. Actively participate in customer problem remediation to serve as an advocate for rapid resolution. Maintain accurate forecasting of bookings and revenue through up-to-date reporting and documentation.
Required Qualifications
- Bachelor's degree in technology, marketing, management or equivalent field
- 5-10 years of proven experience in service and / or software sales or program management
- Strong understanding of lifecycle service, professional services and enterprise software agreements
- Ability to manage multiple customer personas and tailor communications accordingly both verbally and written
- Demonstrated leadership skills with experience managing teams and driving critical initiatives
- Proficient in forecasting, market analysis, and customer satisfaction metrics
- Proven experience leading delivery of sophisticated customer projects with cross-functional teams using waterfall and agile project delivery methodologies
- Professional Services tools familiarity; Professional Services Automation, CRM, Project Management tools, such as FinancialForce, Salesforce, Jira, etc.
- Technical competence; able to translate most customer requirements into proposals with minimal support from consultants / architect
- Hybrid Full time
- 48 hours per week
Desired Qualifications
- Ability to establish relationships with both internal and external stakeholders
- Experience in commercial negotiations
- Experience in consulting
- Experience in leading technology implementation projects
- Ability to build customer trust through professional leadership, management and reporting of complex projects from kick off to successful delivery and close out
- Ability to build and maintain project plans, including project P&L, outlining tasks, landmark dates and allocation of resources aligned to statements of work (SOWs)
- Ability to implement and maintain detailed project reporting, including Project burn rate, progress against plan, risks, dependencies and assumptions ensuring this is clearly reported to the key customer stakeholders
- Ability to understand and assess the impact of any customer specific requirements, including any specific security and onboarding requirements (i.e. background checks, fingerprints, badging, network access, etc.)
- Ability to identify and promote opportunities for Splunk products and services to meet additional customer requirements
- Ability to maintain a regular cadence with the sales teams to understand the upcoming opportunities and the requirements for PS engagement
- Ability to collaborate with Sales Engineering to ensure PS is engaged in a timely manner to have sight of and the ability to influence technical detail and content
- Ability to build customer confidence in outcomes through using methodologies, blueprints, templates, Service Offerings and successful experiences with related solutions
- Ability to understand at a high-level the solution options available to meet customer requirements and know how to leverage the relevant SMEs to ensure outcomes are clearly defined and customer expectations set
- Ability to effectively execute the RFP/SOW process in partnership with the sales teams and supporting PS teams
- Ability to maintain accurate and up-to-date reporting, documentation, and system information to ensure there is accurate forecasting of both bookings and revenue
- Active involvement in remediation of customer problems, serving as customer advocate to ensure problems are effectively and rapidly resolved
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