Position Overview

We’re hiring for a Programs Manager who will be assigned to existing Candex Program accounts to ensure client satisfaction, promote loyalty and growth and deliver on commitments to assigned accounts.

Reporting to Senior Leadership within Customer Success, you will work with worldwide customers, thrive in a high growth startup, and have a strong operations and customer service mindset. In addition to your excellent English communication skills, perhaps you speak a second language!

The Programs Manager works closely with customers to ensure high levels of satisfaction, identify growth opportunities and support issue resolutions. The Programs Manager is responsible for day to day post-launch Program management including: reporting metrics & KPIs, customer health, preparation for regular meetings & business reviews, maintaining communications materials, and identifying the correct people to assist you with issue resolution.

This role is remote based with some travel. You can be located in the United States or Canada, within the CST or EST time zones.

Responsibilities

• Post-launch support of Candex Programs, acting as the customer’s first point of contact for business reviews, issue escalations and maintenance
• Monitor key data points post-hypercare and identify potential trouble spots & points of failure and identify trends (support tickets, acceptance, invoicing, payments, user experience)
• Address points of failure for resolution by appropriate Candex owner
• Create meaningful reporting & dashboards for communication & opportunity escalation at the client
• Responsible/Accountable for customer needed escalations from Customer Success Managers, Support and other functions within Candex
• Support customer audits as needed
• Plan and facilitate ongoing training needs
• Leverage learnings from across the client base to create a standardized, repeatable set of tools to increase Candex efficiency and client satisfaction

Qualifications

You are delivery focused and passionate about delighting your customers. You have an operational improvement mindset. You possess fantastic interpersonal skills and have strong leadership and influencing skills.

You are highly organized and have effectively managed complex cross functional projects.

You are an excellent communicator, both oral and written. You are proactive and capable of building relationships and establishing trust.

You are self-motivated and self-directed and strive to identify continuous improvement opportunities.

Core skills

• Bachelor’s or Advanced Degree preferred in areas such as Business, Data, Purchasing, Operations
• Strong presentation skills
• Project Management experience
• Customer Service experience
• Capable of extracting and presenting insights from data
• Proficient in Google Suite and Microsoft Office Suite, specifically Excel and PowerPoint
• Technical aptitude and ability to learn software capabilities

These Additional Skills or Experience are a plus!

• Experience with Customer Relationship Management (CRM) software
• Knowledge and/or experience with Accounts Payable and Payment processes & software
• Business fluent in a second language