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 Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy.

We are looking for an experienced Program Manager to organize, coordinate, and deliver programs here at Khoros.  You will provide strategic guidance to team members and project managers in ways that promote the company’s vision and objectives. You will architect the program framework, develop relevant processes and documentation, collaborate with internal teams and customers, validate program results, and ensure lessons learned and best practices are properly communicated.  As an individual contributor and project manager on these program(s), you will ensure customer satisfaction and successful project delivery.   

Responsibilities

• Work closely with management to develop a successful Customer Health & Wellness program (consisting of software audits, assessments, and tune-ups)
• Document and train team members on the Wellness program
• Oversee the management and efficient delivery of the Wellness program
• Track results and develop KPIs to validate program objectives
• Coordinate with Customer Success and Sales to ensure a positive customer experience
• Project manage internal and external resources, both technical (consultants, engineers, and production operations) and non-technical (best practice experts, user interface consultants, designers)
• Manage the customer relationship and set customer expectations during project implementations
• Identify account expansion opportunities based on program findings
• Follow Khoros Project Implementation Methodology and PMO Guidance

Qualifications

• Bachelor’s degree from an accredited university
• 2+ years program management experience
• 4+ years of hands-on project management experience at a software product company or consulting firm, with at least three years managing projects in consumer facing web applications (web sites, social interaction sites, support sites, etc)
• Excellent customer interaction and presentation skills (ability to present to different audiences and bring the message across in a concise, professional manner)
• Experience managing multiple parallel projects (with team size of 5+ members) in a software development and/or project management environment where the customer is an external buyer (no internal IT projects)
• Experience scoping and estimating project efforts
• Demonstration of use and understanding of project control KPIs
• Excellent problem solving skills
• Experience within the social media technology landscape
• Strong flair for technology and technology solutions
• Willingness to travel (10% to 20%) when safe to do so
• Mastery of the English language (written and spoken)
• Plus: Experience with Clarizen, SmartSheet, Salesforce, Google Apps
• Plus: Experience with SAAS-based social customer experience platforms
• Plus: Moderation and/or Management of online communities
• Plus: Additional languages
• Plus: PgMP or PMP certification