Program Manager – Support

You are a motivated program manager who has experience working with Customer Support teams, developing scalable processes, building communities, enabling cross-collaboration, and driving operational excellence.

You are extremely detail-orientated, highly organized, and self-sufficient with a bias for action. You are a high-energy self-starter that has a passion for building relationships, problem solving, and identifying opportunities for growth and positive change.

US:  

We are a growing SaaS company that helps enterprises plan, analyze, and optimize their technology spending across traditional and cloud infrastructure. We are looking for team members to help us evolve and transform internal processes and workflows to help scale our Product, Engineering, and Support organization as we continue to grow. We are a global team, operating openly and transparently, striving to constantly improve through accountability of ourselves and others.

Responsibilities

This role will be within the centralized PMO function, but will primarily focus on supporting key programs and provide operational support for the Customer Support organization.

• Partner with regional support business leaders to define scalable support processes
• Maintain internal support website, support documentation policies, and support workflow procedures
• Enhance and maintain a support knowledge base and community integration, enabling customer self-service for most common support issues and internal support knowledge sharing
• Partner with regional support business leaders to understand and document support enhancement requirements. Partner with cross-functional teams to develop and deliver solutions to improve support operations
• Partner with business analysts to identify opportunities to improve support KPIs
• Manage the lifecycle of Salesforce ServiceCloud business requirements from initial submission, prioritization, refinement, and delivery
• Establish, maintain, and oversee an operational support calendar and recurring tasks
• Take a thoughtful and strategic approach to getting work done and prioritizing and escalating where appropriate
• Work well with ambiguity and know how to engage leaders cross-functionally to build a plan and communicate to a diverse set of stakeholders
• Take the initiative to work on various programs when asked, jumping in where needed to support the broader company goals

Qualifications

BASIC QUALIFICATIONS

• 2+ years of work experience in related field
• Bachelor’s degree or equivalent practical experience
• Experience in building or maintaining a knowledge base and community integration
• Experience in core project management competencies including budget, scope, schedule, requirements, quality, risk and critical path management
• Proficiency with Microsoft Excel and familiarity with Salesforce ServiceCloud (or similar system)

DESIRED QUALIFICATIONS

• Familiarity with business intelligence tools (e.g. Tableau)
• Exceptional communication skills, both written and verbal
• Detail-oriented and driven to keep people and processes organized
• Enthusiasm for modern development methodologies such as Agile, DevOps and/or Kanban
• Project and time management and organization skills
• Experience interacting with customers, senior executives, and business leaders
• Knowledge of business operations
• Sufficient technical depth to understand and participate in design, tooling, and implementation discussions and decisions
• Hands-on experience implementing new operational processes

*This is a remote position

The minimum compensation for this role in the state of Colorado is $82,000 annual salary.

Apptio benefits include Company-Paid employee health, dental, vision, life, disability insurance, and contributions to a health savings account. We also offer participation in a flexible spending account, 401k, and other voluntary programs.