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Program Manager

| Austin
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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!

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