Strategic Program Director
insightsoftware
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Serve as the primary executive liaison for our largest, most strategic customers.
- Build and maintain trusted relationships with C-suite executives, department heads, and key stakeholders.
- Develop deep understanding of the customer's business objectives, challenges, and success metrics.
- Act as the customer's advocate internally, ensuring their voice influences product roadmap and company priorities.
- Conduct regular executive business reviews to demonstrate value delivered and align on future objectives.
- Own end-to-end program management for all aspects of the customer relationship including implementation, adoption, support, and expansion initiatives.
- Develop and execute comprehensive account plans aligned with customer business outcomes.
- Coordinate cross-functional teams including Sales, Product, Engineering, Support, and Professional Services to deliver seamless customer experience.
- Establish governance frameworks, cadences, and communication protocols to ensure alignment and accountability.
- Monitor health metrics, usage patterns, and customer satisfaction indicators to proactively address risks.
- Identify expansion opportunities and collaborate with Sales to drive revenue growth within the account.
- Lead strategic initiatives to increase product adoption, user engagement, and feature utilization.
- Track and report on business outcomes, ROI, and value realization metrics.
- Develop and deliver customer success stories, case studies, and reference opportunities.
- Negotiate and manage contract renewals in partnership with Sales leadership.
Requirements
- 15+ years of experience in customer success, account management, program management, or consulting roles with enterprise software companies
- Proven track record managing relationships with Fortune 500 or large enterprise customers (50,000+ employees)
- Demonstrated success managing complex, multi-stakeholder programs with annual contract values exceeding $5M
- Strong executive presence with excellent communication skills and ability to influence at the C-level
- Deep understanding of enterprise software implementation and adoption best practices
- Bachelor's degree required; MBA or relevant advanced degree preferred
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
program managementaccount managementcustomer successenterprise software implementationcontract negotiationbusiness outcome trackingROI analysiscustomer satisfaction monitoringexpansion opportunity identificationcross-functional team coordination
Soft skills
executive presencecommunication skillsinfluencerelationship buildingadvocacystrategic initiative leadershipstakeholder managementorganizational skillsproblem-solvingnegotiation
Certifications
Bachelor's degreeMBA