Your New Company
We're looking for a mid-level Program Manager to play a pivotal role in our customer retention and growth strategies. If you excel at program execution, thrive in a customer-centric environment, and have a knack for data-driven insights, we want to hear from you!
In this critical role, you'll be instrumental in shaping the customer journey and maximizing their success within our diverse product ecosystem.
What You'll Do:
- Lead Customer Success Initiatives: Drive programs focused on retaining and expanding our customer base, including cross-sell and upsell opportunities for our financial management and business solutions.
- Execute Operational Programs: Ensure seamless and efficient follow-through on customer-facing operations, from initial contact to ongoing support for our users.
- Collaborate with External Partners: Work closely with Business Process Outsourcing (BPO) teams to ensure effective delivery of customer-facing services related to our platform.
- Own Program Performance: Monitor, analyze, and optimize customer-facing programs to maximize their impact and achieve desired outcomes.
- Leverage Customer Data: Utilize CRM tools (like Salesforce) to manage customer journeys and track program success. You'll also work with analytics tools (such as Tableau or Power BI) to interpret data and uncover key drivers of customer satisfaction.
- Foster Cross-Functional Partnerships: Collaborate with product, operations, and other customer success teams to align on goals and execution across our financial technology offerings.
Who You Are:
- A seasoned professional with a proven background in program management and a strong focus on customer success.
- Experienced in working with or alongside BPO operations.
- Proficient in customer analytics and capable of translating data into actionable insights.
- Familiar with CRM systems (Salesforce preferred) and business intelligence tools (e.g., Tableau, Power BI).
- Ideally, you have exposure to industries with high-volume customer interactions, such as telco or similar service delivery environments.
- Possess a strong operational mindset, with the ability to execute and iterate on programs with minimal oversight.
- Comfortable in a customer-facing role with a solid background in service delivery.
Your next step
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to brendan.burke@randstad.com.au or call me now on 0431564388 to discuss your next role.
If this job isn't quite right for you but you are looking for a new position, please contact me for aconfidential discussion about your career.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
