Customer Program Manager

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As a member of Botify's Professional Services Organisation, the Customer Program Manager plays a crucial role in facilitating collaboration between Botify and its most strategic clients. They are instrumental in ensuring the seamless execution of multi-threaded implementation and services programs on the Botify platform. Customer Program Managers act as the linchpin connecting key stakeholders and initiatives, providing both structure and direction within client relationships and internally.

What you'll be doing:

• Maintain a portfolio of strategic customers, partnering closely with Botify Account Team members to drive strategy and cultivate long-term relationships with key client stakeholders.
• Identify key performance indicators (KPIs) and develop Success and Engagement plans to accelerate adoption and guide clients towards desired outcomes.
• Oversee and project manage product implementations for both new strategic customers and existing clients expanding their Botify product scope.
• Regularly monitor and provide updates on client health and adoption to expand engagements and identify opportunities for maximising value from Botify.
• Monitor platform functionality and integrations for customers, coordinating technical work with Botify's support team and professional services resources when necessary.
• Coordinate and lead complex technical discussions in collaboration with Botify support or engineering team resources.
• Develop and deliver content for client-facing sessions and executive business reviews (both remote and on-site) in partnership with Account Managers and SEO Success Managers.
• Partner with Account Managers to identify and execute growth strategies.
• Assist in building and implementing internal processes to enhance efficiency in service delivery.

What qualities are we looking for?

• Creative problem-solver
• Autonomous and independent
• Works well under pressure and in ambiguous situations
• Strong technical acumen

What experience do you bring to the table?

• 4+ years of experience in client facing roles with a focus in Program Management, Project Management, Technical Customer Success, Implementation Management, or similar roles (preferably in a B2B SaaS environment).
• Significant customer-facing experience leading enterprise customers through business or technology transformations, with large account/project management experience.
• Experience working with complex enterprise software solutions.
• Proven ability to facilitate and contribute to complex technical discussions.
• Interest in SEO; previous experience in the industry is a plus.

What's in it for you:

• Competitive salary, quarterly bonus structure and ISO share options
• Unlimited paid annual leave and flexible working policies
• Workplace pension scheme with Penfold
• Employee referral programme
• Wide range of benefits (private medical and dental insurance, ClassPass, Cyclescheme, train ticket loan & more)
• Regular Lunch & Learns, team socials and off-site events
• Travel stipend to work from our offices in Paris, New York, Seattle, Singapore, Tokyo and Sydney
• Opportunities for personal and professional development (career coaching with Bravely, social responsibility initiatives)

Industry research shows that women and those in traditionally underrepresented groups generally don't apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don't check 100% of the boxes - that's okay. We encourage you to apply anyway and highlight what you can bring to the table!

About Botify

Botify is a global and a fast-growing, VC-backed, enterprise SaaS company with $82M in funding and over 350 employees across 7 markets: New York, Seattle, Paris, London, Tokyo, Sydney, and Singapore, with ambitious growth plans for 2024 and beyond.

As the leader in organic search innovation, Botify is trusted by more than 500 of the world's most visible brands, including Expedia, L'Oréal, Crate & Barrel, Conde Nast, Groupon, Github, Carvana, FNAC Darty, and The New York Times.

We are proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.