Technical Program Management null

About the Job

The Customer Interaction Management Solutions (CIMS) Support team is responsible for providing vertically integrated customer support solutions to product teams and partners. We take an end-to-end customer-centric approach to designing the solution, taking into consideration processes, people, and policies. You will play a major role in improving customer experience with CIMS products through top quality support, and act as the interface between customer demands and product management, as well as driving service improvements through professional services management.

Responsibilities

• Collaborate with cross-functional teams within CIMS to resolve escalations, including monitoring incoming escalation channels, coordinating with the appropriate teams, and escalating to the appropriate leadership in case of high priority, sensitive escalations.
• Enhance support workflows via process improvements and identify automation opportunities.
• Manage various programs involving in-depth analysis and availability/efficiency improvements. Develop and prepare project documentation, presentations, and tracking reports to provide detailed current status of each project.
• Use technical judgment to drive project delivery, technology reviews, challenge proposals, and build consensus. Present your team's analysis and recommendations to internal stakeholders, including executive management.
• Manage and implement improvements in professional services engagement through key performance indicators. Oversee the creation of new processes and tools to support Operations on an ongoing basis.

Minimum Qualifications

• Experience with software development, including software programming languages (e.g., C/C++, Python, Go, SQL) and/or TCP/IP and network programming.
• Experience in vendor management, software and hardware evaluation, selection, deployment, and system monitoring tools.

Preferred Qualifications

• Experience with managing migration-style projects (i.e. projects that involve technology qualification, upgrades, and changes during maintenance windows).
• Experience with salesforce operations and support.
• Ability to manage multiple priorities in an ambiguous and fast-paced operations environment, and deliver outstanding results in a timely manner.
• Systematic problem-solving approach, coupled with a sense of ownership and drive.
• Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.