Customer Success Technical Program Manager

Description

• Assess, analyze, recommend changes and be willing to make decisions
• Define and influence leadership with end customers and partners
• Provide program management oversight and definition across internal functions, stakeholders and procurement aspects of engagements.
• Globally connect daily with customer, partners and internal stake holders
• Identify, track and resolve critical items with a mind towards prioritization and rationalization
• Act as a liaison between Wind River and the customer. Work strategically with CSP to ensure support aspects are routed/escalated and transitioned per contractual agreements. Work closely with Technical Support, Sales, Product Management, Engineering and Professional Services to ensure the customer’s needs are progressed within the contract terms.
• Act as liaison between customer and all other departments within Wind River.
• Provide status updates across all activities for internal and external consumption
• Single focal point for escalation management, mitigation and resolution
• Executive level influence and direction setting to achieve key results
• Executive level presentation skills necessary to engage within the customer and within Wind River
• Lead work with Sales, Services and Support to ensure successful early engagement to commercial deployments and expansion
• Organize/drive Wind River team for all aspects tied to quarterly business reviews with customers.

• Required to be adaptable and adjust plans across companies as needed
• Cross functional collaboration is key
• Detailed oriented pragmatic decision making as required
• Establish and align governance for reporting, reviewing and escalating customer issues --- parallel activities for planning, project mgt, building and running the network within the customer (note these could involve different portions of the customer organization)
• Establish 1:1 relationships at least across the customer and partner mapping and utilize broad range of resources to maintain and expand these relationships
• Establish linkage into planning and all other customer aspects including proectj mgt
• Work within WR team to establish procedures/tools that can be communicated to the customer and accessed for dashboards, real time reporting and constant communication
• Successfully handle needs for field launches and engagements
• Agree with customer to quarterly business review attendees, format, scheduling
• Direct weekly activities and review/provide inputs for setting direction for all Wind River involvement tied to this customer

• Experience in strategic and changing business operations
• Demonstrated success in critical thinking and change management
• 7+ years of customer engagement/support and software platform delivery and integration
• 8 years of experience in telecoms, CSPs and/or TEMs
• 10+ years of experience in global teams internal and external
• At least 3 years with a proven track record supporting large fortune 500 companies.
• Business experience including contract exposure, business process optimization
• At least 6 years of program management and  project management experience.
• Strong communication and customer service skills.
• Proven ability to engage, influence and communicate across executive levels
• Ability to build/maintain relationships with customers and other departments within Wind River.
• Self-motivated, independent and comfortable working directly with technical customers.

• The annual base salary range for this role’s listed grade level is currently $128,100 to $150,000 plus bonus for residents in the states of Colorado, New York and New Jersey; and $135,000 to $170,000 plus bonus for residents in the states of California and Washington, and the NYC area. Salary ranges are determined through interviews and a review of education, experience, knowledge, skills, location and abilities of the applicant, and equity with other team members. Employees in this role are also eligible for the following benefits in accordance with the terms of the Company's plans: health, dental, vision insurance, life insurance, flex time off, eligibility to enroll in 401k, 12 paid holidays.

• Wind River is committed to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, age, physical, mental, or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by the laws or regulations in the locations where we operate.  Wind River will not tolerate discrimination or harassment based on these characteristics. 

• Your privacy is of the utmost importance to us. At Wind River, we strictly adhere to all applicable data privacy laws. Please review Wind River's Applicant Privacy Notice, which can be found here.