Program Manager

**Position Overview**:
We are looking for a seasoned **Program Manager** (PM) to join our Professional Services (PS) team and lead complex, enterprise-scale delivery programs involving **SaaS transitions**, **System Integrators (SIs)**, and cross-functional stakeholders. This individual will ensure that customer transition programs are executed with rigor, transparency, and predictability—ultimately driving successful outcomes for our clients.

This role is a critical contributor to our customer delivery strategy and will shape how we scale implementation practices across diverse customer engagements.

The PM primary responsibility is to oversee the end-to-end service delivery process, ensuring adherence to SLAs, fostering strong client relationships, and driving continuous improvement initiatives. The PM acts as the main point of contact for clients, managing their expectations and serving as an advocate for their needs within our organization.

**Key Responsibilities**:

- Lead the **program-level planning and execution** of large-scale customer transitions and professional services engagements.
- Partner with **Client's System Integrators (SI)** and **Program Managment Office (PMO)** to manage dependencies, workstreams, and deliverables across integrated teams.
- Establish and enforce **program governance**, including status reporting, milestone tracking, risk/issue management, and communication cadence.
- Collaborate with internal **PS**, **Sales**, **Customer Success**, **SaaS**, and **Product** teams to align on timelines, responsibilities, and outcomes.
- Develop and execute a **detailed project plan**, including timelines, resource allocation, and risk management strategies.
- Act as the primary point of contact for clients throughout the transition, addressing their concerns and ensuring alignment with their needs.
- Ensure programs are delivered **on time, within scope, and within budget**, maintaining a high level of customer satisfaction.
- Create repeatable processes, templates, and artifacts to support scalable program execution.
- Support financial tracking and forecast reviews for program-level budgets.
- Training and Support: Develop and deliver training programs for client teams to ensure a smooth adoption of the SaaS solution.

**Qualifications**:

- Experience
- 7+ years of experience in **Program or Project Management**, with at least 3 years in **Professional Services or enterprise software delivery**.
- Experience leading programs involving **System Integrators**, external partners, and global delivery teams.
- Demonstrated knowledge of **PMO best practices** and tools (e.g., Jira, MS Project, Smartsheet).
- Strong understanding of software/SaaS or technology infrastructure environments.
- Exceptional stakeholder management, communication, and conflict resolution skills.
- Ability to operate across technical and business teams, driving accountability and transparency
- Proven track record of managing **large-scale transition projects** successfully.
- Strong understanding of ITIL framework and best practices related to service delivery.
- Skills
- Strong understanding of SaaS platforms and cloud-based technologies.
- Excellent project management skills, with the ability to develop and execute detailed project plans.
- Exceptional client management and communication skills, with the ability to build and maintain strong client relationships.
- Excellent communication and interpersonal skills, with the ability to effectively engage with clients and internal stakeholders at all levels.
- Demonstrated leadership abilities, including the capacity to inspire and motivate teams to achieve common goals.
- Analytical mindset with the ability to interpret performance data and drive data-driven decision-making.
- Exceptional problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
- Nice to have
- Fluency in Spanish to conduct business discussions
- Finance industry experience
- Education
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- PMP or similar project management certification is a plus.