SASE SB Program Manager

---

Job description

Pay: $60-80/hr:

Job Title: Program Manager

Location: Hybrid, 9-5 hours; 3 days a week onsite minimum in Santa Clara, CA Or if needed Plano, Texas

Duration: 1 year contract Initially

Manager Notes:

SASE customer success bus for Company. 250 customers and ongoing. High-touch customer success team - largest and most strategic of customers.

Customer success is ensuring we are driving value for our customers.

We have a bunch of priorities within our org - ensuring customers are deployed and adopting to our solutions. Good account health. And renewals. Entire goal is to ensure we are trending in the right direction within all the above.

Working closely with prof services org, engineering, GTM. Driving all our initiatives forward. Driving account health, adoption and renewals.

This role is to ensure what are the initiatives we have, projects, someone looking at all of these things and bringing together status updates, driving status reports, dashboards. Partnering with other stakeholders.

Familiar with Salesforce, Gainsight, Jira, Google Sheets - we will be working with these systems and tools.

Interviews? Me and my boss and someone else from cross functional standpoint - 3 total.

Pot to convert to FTE or extended? Extension likely, not sure about FTE.

9-5 hours. 3 days a week onsite minimum.

Industry? Cybersecurity great but not necessary. Seeking project / program analyst or a business analyst - thinking someone who has worked with requirements and tools I mentioned.

Santa Clara, CA Or if needed Plano, Texas? Yes, manager is in Santa Clara, this person will be working closely with him but he can be flex to plano as some of his team is Plano.

Wanting to see all; Salesforce, Gainsight, Jira, Google Sheets? IF someone with Salesforce can pick up Gainsight. Gainsight ideal but I can be flex. Certainly, SFDC and Google Sheets.

BG in customer success? In my opinion doesn't need to come from CS BG, if you have this it would be quicker OB, what is the right BG someone who has been an analyst or PM before - an OPS bg who has helped with different teams.

BA or PM? Stronger project management would be ideal. Some experience in one over the other.

Customer interaction? No. All interactions will be within CS org and across the folks we collab with internally.

Developing and maintaining dashboards? I pull together dashboards from SFDC reports pulling from SFDC. Not sitting and writing code. Could be putting together in google slide that represents a dashboard or scorecard.

Exp more in Tableau vs Gainsight, is this okay? Yes, tableau is great we use as well. Google and Salesforce needing. Salesforce is critical for them to be successful. Tableau, google sheets and salesforce.

Number of years that would be overqualified? I want someone that will stay.

Red flags, industries we should avoid? Not sure about this, salesforce familiarity usually is ppl in tech industry. But I wouldn't say no to other industries.

Technical PM not a fit? They do not need to be technical, no.

Your Impact

Align Customer Success(CS) programs, projects and operational activities with strategic objectives of the GCS organization

Partner with other stakeholders such as various Customer Success, Professional Services, Support, to implement prioritized projects and measure success against stated objectives

Establish and Maintain CS processes and procedures to ensure alignment with GCS Org

Prepares presentations and status reports for internal management and cross functional leaders as required

Assists with implementation of various CS initiatives and other reporting duties as assigned

Developandmaintain dashboards and reporting using Gainsight, Google Sheets, SFDC, Support Portal, Support cases, Tableau, and other analytic tools for executive level, mid-managers, and individual contributors to drive insights and decision-making

Your Experience

8-10years of proven experience in a highly demanding Project and Program Management environment

Prior proven working experience as a Business Data Analyst, is preferred

Solid people and communication skills (verbal and written), with ability to successfully explain complex matters and provide persuasive support for positions with internal stakeholders, outside partners, and to communicate with all levels of the organization

Extensive experience in using Gainsight, Tableau, Google Sheets, and other related analytic tools.

Stronganalytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

Excellent analytical and problem-solving skills, as well as diligent planning abilities

Ability to multi-task in a rapid-growth, rapid-change environment

Displays personal and corporate integrity

Self-starter who enjoys problem-solving with little direct supervision

Collaborative team player with a strong desire to achieve results while respecting the company's core values framework

Certifications like Project Management Certification(PMP), Project Management Software(JIRA/Confluence) and experience with google suite including google sheets, slides is required

Bachelor's degree in Business Administration, Information Management or a related field.

Skills Required:

GOOGLE SUITE

TABLEAU

(url removed)

BUSINESS ANALYSIS

GOOGLE SHEETS

Skills Additional:

PROBLEM-SOLVING

SELF-STARTER

TEAM PLAYER

FINANCIAL PROJECT MANAGEMENT

PMP

PROJECT MANAGEMENT

CONFLUENCE

EXECUTIVE LEVEL

JIRA

TABLEAU SOFTWARE

<!– job description page –>