Personified

Senior Technical Program Manager

Personified

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $80,000 - $110,000 per year

Job Level

Senior

Tech Stack

Cyber Security

About the role

  • Serve as the account manager and primary point of contact for mission-driven clients, building trust through clear, proactive, flexible, and patient support while ensuring client IT and digital security needs are met.
  • Drive successful client onboarding, ensuring internal teams are aligned and ready to deliver value from day one.
  • Facilitate effective communication across internal teams and client stakeholders through regular check-ins and clear written communications.
  • Ensure clients receive services within their agreed scope of work while identifying opportunities for service expansion in alignment with client needs and goals.
  • Analyze client tickets and calls to identify patterns, proactively propose solutions, and recommend improvements.
  • Lead and manage complex technical client service projects from scoping through execution, ensuring all deliverables are met on time and within scope.
  • Oversee project planning, timeline management, and coordination across internal teams and external stakeholders to ensure priorities, capacity, and timelines are aligned.
  • Maintain meticulous records of projects, deliverables, and needs across clients and programs, including issues, risks, decisions, and schedules.
  • Partner with the Director of Technical Programs and Technical Programs team to improve operations, drive efficiency and scalability, and coordinate team capacity and workload to meet client and project needs.
  • Collaborate with internal teams to maintain and optimize internal knowledge bases, project tracking tools, and documentation.
  • Enthusiastically support ad hoc projects and initiatives across the organization, contributing your expertise, collaboration, and problem-solving in a fast-paced, dynamic environment.

Requirements

  • At least 7 years of professional experience
  • At least 3 years of experience in account management, including demonstrated ability to build trust-based client relationships, and manage simultaneous high-stakes projects across stakeholders to deliver high-quality service.
  • Demonstrated experience in project management, managing complex projects across multiple stakeholders and proficiency using project management tools (ex: Monday.com , Asana).
  • Strong client management experience with a track record of proactive communication, relationship-building, and driving successful outcomes.
  • Proven ability to direct simultaneous projects from scoping through execution, ensuring priorities, capacity, and timelines are aligned and client deliverables are met.
  • Demonstrated ability to lead cross-functional collaboration and resolve challenges across internal teams and external stakeholders.
  • Excellent verbal and written communication skills, with the ability to explain technical and security concepts clearly for non-technical audiences.
  • Demonstrated ability to analyze operations, lead improvement initiatives, and develop scalable processes that increase efficiency.
  • Experience leading teams and managing people, including setting expectations and providing feedback, while balancing capacity and workload distribution.
  • Genuine commitment to supporting the mission-driven organizations Personified partners with.
  • The ideal candidate will have prior experience working in or alongside nonprofits, campaigns, or advocacy groups and bring an understanding of our clients' unique priorities and challenges to the role.
  • Understanding of technology and digital security principles, especially in client service contexts.
  • Comfort leading projects in complex remote environments.
  • Willingness to work outside of normal business hours and travel as required.
  • Project management certification is a plus, but not required.
  • Experience using Monday.com as a project management tool