Senior Program Management Lead
Citi
Senior Program Manager
Reputation
full-time
Posted on:
Location: Arizona, Utah • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
ERPSpring
About the role
- Own the end-to-end delivery of enterprise-level implementation projects, ensuring on-time, within scope, and high-quality deployments.
- Develop and maintain detailed project plans, timelines, and risk mitigation strategies.
- Coordinate cross-functional teams, including technical, product, and customer success, to ensure smooth onboarding.
- Conduct regular status updates with clients and internal stakeholders to manage expectations and ensure alignment.
- Act as the primary point of contact for critical issues and escalations outside of UK business hours.
- Serve as an executive proxy for the VP of Professional Services, providing decision-making authority in urgent scenarios.
- Manage communication flow for high-priority clients and internal leadership during off-hours.
- Collaborate with Sales and Solution Consulting teams to scope enterprise deals, ensuring alignment on technical feasibility, resource requirements, and timelines.
- Identify integration needs and work closely with technical teams to design solutions that meet client requirements.
- Provide accurate estimates and statements of work (SOWs) for proposed engagements.
- Work with clients to understand technical requirements and integration needs for systems such as CRMs, review platforms, and APIs.
- Troubleshoot and resolve complex integration issues during implementation and onboarding phases.
- Act as a trusted advisor to clients for best practices on leveraging Reputation.com solutions within their enterprise architecture.
Requirements
- 10+ years of experience in Program or Project Management, with a focus on enterprise SaaS implementations.
- Strong understanding of APIs, data integration, and enterprise system architecture (CRM, ERP, CX platforms).
- Ability to act as an executive proxy, make decisions under pressure, and handle escalations effectively.
- Proven experience with tools likeSalesforce
- Excellent verbal and written communication skills with experience in client-facing roles.
- Strong analytical and troubleshooting skills to manage complex integration issues.
- Ability to work flexible hours to cover UK/EMEA time zones and provide support during US off-hours when necessary.
- Preferred: Experience working with enterprise customers in industries such as Automotive, Healthcare, Financial Services, or Retail.
- Preferred: Familiarity with Reputation Management, Customer Experience platforms, or SaaS ecosystems
