Program Manager, Renewals Strategy & Risk Mitigation Position Overview: We are seeking a highly motivated Program Manager for Churn Management to join our CX Strategy team.
This role will support Global Customer Success, Advisory Services, and Renewals and will play a crucial role in developing and implementing strategies to forecast, reduce customer churn, and increase customer retention.
The ideal candidate will possess strong skills in data analysis, customer retention, relationship management, and strategic planning, with a focus on identifying and addressing the root causes of churn.
Role and Responsibilities
Program Development: Create program concepts and strategies aimed at attaining churn targets.
Program Oversight: Oversee churn management programs to assist with forecasting, risk mitigation, and churn management.
Cross-functional Collaboration: Represent CSM and customers in cross-functional programs/work streams focused on churn mitigation programs.
Customer Feedback Utilization: Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.
GTM Strategy Execution: Ensure successful execution of the Global Customer Success GTM strategy.
Change Management: Drive change management initiatives to ensure successful adoption of new processes, features, and tools.
Stakeholder Relationship Building: Build strong relationships with internal stakeholders and external partners to foster collaboration and achieve adoption goals.
Operations: Manage renewal and success team strategy and operations to ensure efficiency and scalability.
Qualifications:
Experience: 5+ years in program management, preferably in SaaS or software industries, with a proven track record of driving adoption and engagement initiatives.
Strategic Thinker: Strong strategic thinking and problem-solving skills, with the ability to develop and execute complex adoption programs.
Analytical Skills: Proficiency in data analysis and interpretation to drive insights and decision-making.
Communication Skills: Excellent communication and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.
Project Management: Demonstrated experience in managing cross-functional projects with tight deadlines and competing priorities.
Customer Focus: Passion for understanding customer needs and delivering exceptional customer experiences.
Preferred Skills:
Experience with Atlassian products or similar collaboration tools.
Knowledge of agile methodologies and practices.
Education:
Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field.
Advanced degree preferred.
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