Esper (esper.com) is a regulatory technology platform transforming how governments create and manage regulation. We partner with government agencies to analyze regulatory operations and develop solutions that optimize data, accountability, and process. We have a passion for helping government solve some of their most critical challenges, and believe our platform has tremendous implications for private and public sector growth.
Job Description:
As a Program Manager, you are the direct line of contact between the Customer and the Company. You are a motivated self-starter with exceptional communication and observation skills. You enjoy talking with users, gathering feedback, and ensuring the customer’s needs are addressed. You are always willing to pick up the phone and obsess over ensuring customer satisfaction with our product. You are an expert at distilling client concerns into feedback that translates to engineering and product teams. You enjoy operating in a fast-paced and constantly evolving environment.
Key Responsibilities:
Maintain strong working knowledge of product
Proactively consult with existing clients on needs and inquiries
Onboard new users and host user training sessions virtually and on-site
Build strong, positive relationships with clients
Demonstrate product value to existing and prospective customers
Participate in user research and training sessions both online and in-person
Proactively identify and document bugs
Identify areas for product expansion
Communicate client insights to product, engineering, and sales teams
Provide executive updates to customer executive sponsors
Ensure guidance and support documentation are up to date with new product releases
Qualifications:
3+ years experience in customer-facing role, preferably at an enterprise SaaS company
Technical fluency
Exceptional interpersonal and organizational skills
Client-obsessed and willing to dig deep to resolve client needs and requests
Hard-working and team player
Bonus points if you hold experience working in and/or with government!