Title:  Senior Manager - Program Management

Summary:

The Senior Manager, Program Management role is a critical member of the professional services leadership team and is a strategic leader responsible for the planning, development, implementation, and evaluation of complex, multifaceted programs or projects. This role involves managing closely related subprograms or ancillary projects to achieve overarching objectives. The Senior Manager, Program Management plays a critical role in conceptualizing and driving programs, including strategic planning and resource alignment. They act as a key liaison among cross-functional stakeholders, providing expert guidance and leadership while ensuring the program’s fiscal, operational, and administrative success.

This role will leverage previous and extensive experience in Professional Services in SaaS and Customer Success, project management expertise and consulting, strong communication/written skills, coaching and talent development skills, with the ability to build and cultivate relationships cross-functionally.

This position reports to the Director, Services PMO.

Responsibilities:

● Develop and articulate the program’s vision, goals, and objectives

● Develop and manage timeline, scope, resources, and budget for internal projects and be accountable for delivering against established business goals and objectives

● Plan and oversee the execution of interconnected projects and subprograms

● Support the creation and implementation of long-term strategies to achieve program objectives

● Work closely with project sponsor and cross-functional teams to develop the scope, deliverables, required resources, work plan, and timing for new initiatives

● Manage program and project teams for optimal return on investment, and coordinate and delegate cross-project initiatives

● Ensure alignment of resources, processes, and stakeholders to meet program goals

● Conduct regular evaluations to measure program effectiveness and outcomes

● Serve as principal liaison between teams and stakeholders

● Advocate for the program, effectively communicating its value and progress

● Build and maintain strong relationships with stakeholders to ensure program alignment and support

● Oversee operational, administrative, and resource management aspects of the program

Additional Responsibilities

● Develop program assessment protocols for evaluation and improvement

● Own, monitor, and positively influence programs directly tied to DFIN Professional Services KPIs

● Oversee multiple project teams, ensuring program goals are reached

● Identify risks and opportunities across multiple projects within the department; analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders. Develop mitigation strategies to ensure program sustainability

● Responsible for end-to-end success of DFIN programs and ensure proper executive level visibility

● Develop program dashboards and reports used to display current state/health/risks of all programs

● Standardize program implementation activities such as artifacts, stakeholder alignment, and use of Certinia

● Rollout Change Management best practices and related training associated with programs

● Contribute to Professional Services Sales initiatives such as Time to Value methodology refinement, Customer Satisfaction, and Retention & Growth

● Provide day-to-day best practices and professional guidance to teams involved in the program

● Foster collaboration, innovation, and a results-driven culture within program teams

● Full visibility and management of program management resources with emphasis on positive job satisfaction, sentiment, and career growth

● Mentor and support team members to enhance performance and professional growth

Qualifications:

● 10+ years of experience in Professional Services and Customer Success at a SaaS company

● 5+ years of SaaS project management experience

● 5+ years of experience working in Certinia and Salesforce

● Proven experience managing large-scale programs with multiple projects and stakeholders

● Strong understanding of program management methodologies, tools, and frameworks

● Exceptional communication, negotiation, and leadership skills

● Proficiency in budget management, resource planning, and risk assessment

● Ability to navigate complex organizational structures and foster cross-functional collaboration

● Executive level experience conducting Executive Steering Committees

● Exceptional skills in leadership, time management, facilitation, and organization

● Experience in managing stakeholders

● Outstanding knowledge of Change Management principles and performance evaluation processes

● Proven track record of innovation and creativity in solving company and team challenges

● Detailed knowledge of project management processes: Planning, Scheduling, Monitoring, Tracking, Reporting and best practices

Additional Qualifications

● In-depth knowledge and experience with successfully managing enterprise software application implementations with waterfall and agile methodologies

● Detail-oriented with the ability to set priorities for self and a broader organization

● Results-driven, highly motivated individual with proven results in previous roles

● Possess exceptional cross-organization collaboration and communication skills

● Executive presence and confidence in communicating with technical, business, and VP & C-level stakeholders

● Strong communication, presentation, consultative, and leadership skills

● Ability to create structure in ambiguous situations

● Previous experience owning Customer Satisfaction and Professional Services programs, conducting program analysis, and delivering executive readouts

● Experience in Customer Success Manager role and owning relevant CS initiatives

● Expert level understanding of key project, Professional Services, and Customer Success metrics