Customer Program Manager

Drawbridge - remote

As the Cross Functional Program Manager, you will work across the Implementation, Customer Success, Support, Product, and Engineering teams to manage collaboration on critical Customer accounts. You will own managing and prioritizing action across teams for quick resolution on issues, reporting on these actions to key internal and external stakeholders, as well as maintaining weekly updates to senior leadership. The Cross Functional Program Manager will also lead cross-team initiatives to unblock issues and improve organizational efficiency.



  • 4-6 years in a program management or internal project governance role with a track record of managing internal stakeholders and working with cross-functional leadership teams
  • Strong understanding of BI Tools, including DOMO, SFDC, Atlassian, and Excel with a proven track record of utilizing these tools to increase organizational efficiency and data-driven decision making in strategic initiatives
  • Pragmatic and results driven with superior collaboration, process rollout and reporting, and problem-solving skills to resolve complex organizational challenges and escalations
  • Effective communication skills when describing issues and presenting solutions to senior leadership
  • Thrives in a fast paced environment while managing multiple priorities at one time
  • Experience speaking with C level individuals
  • Enterprise software experience - implementation management experience is a plus
  • Bachelor's degree or equivalent experience preferred



? Establish ownership of the “Watch” and “Action” Customer List dashboards

? Increase your understanding of all products and the associated teams across Engineering, Support, and Product

? Participate in providing the necessary updates from the Implementation and Customer Success teams in cross functional meetings involving Support, Engineering, and Product

? Continue to grow cross-functional relationships



? Mentor others on the team and possibly be an XPERT for a new hire

? Brainstorm, define, and roll out process improvements to increase efficiency across the Implementation, Support, Engineering, and Product teams

? Own updates between the Support, Product, and Engineering teams to the Implementation and Customer Success teams to create awareness and resolve product related issues

? Report to leadership on critical accounts and become the point of contact for the resolution status for these accounts



? Be fully ramped up to include mentoring, expand the team as needed for supporting critical accounts

? Act as an expert and thought leader for cross functional processes

? Be able to support the growth of enterprise projects by aiding implementation teams in cross functional action for quick issue resolution

? Expand your leadership role 

Posted On: Friday, February 19, 2021

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