Overview

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony and Visa. The Senior Manager, Customer Programs position is responsible for helping define and execute postsales customer content initiatives and deliverables. Responsible for defining and managing all aspects of the Customer Program team to ensure organizational goals are met

Responsibilities

The Senior Manager, Customer Programs position is responsible for helping define and execute postsales customer content initiatives and deliverables. Responsible for defining and managing all aspects of the Customer Program team to ensure organizational goals are met. These duties include: leading the execution self-service solutions and measuring results to determine success; Drive processes to manage content development and delivery; Work cross-functionally and contribute to a collaborative solution for delivering superior content for customers; Develop and execute scaling plans for content offerings to meet customer needs and the business/product roadmap; Focus in on key deliverables and continual improvement of the quality of content deliverables; Establish productive, professional relationships across all of the content stakeholders and creators; Serve as escalation point on key content issues; Maintain understanding of customers information and self-service needs and shifting technology solutions available; Collaborate with professional services counterparts in Customer Success (implementation, training, strategy, technical services) to ensure delivery of a cohesive customer content experience. 

Qualifications

Position requires 5 years of experience in Customer Programs, Customer Success, Implementation & Education, or related. Must have skills and experience with: content delivery; SAAS software product environment; customer service, customer engagement, or social media vertical; addressing customer challenges; working with multinational/high complexity customers; working with senior-level (VP to C-suite) contacts; working with multi-products or complex products; and extensive knowledge of industry vertical specific works flows, social strategies and ever changing social KPIS.