- Conceive, develop, and implement new programs and improve the quality of existing offerings and processes to support the Customer Success organization's strategic goals
- Query Salesforce and analyze data to identify trends and report metrics
- Apply the concepts of project management, ITIL, and continuous process improvement
- Establish "The Definition of Done" for project tasks and manage expectations for stakeholders, points of contact, and the M&S Team lead
- Lead difficult conversations in a professional way and apply judgment to assess urgency and prioritize efforts in alignment with organizational goals
- Champion and manage multiple critical initiatives, collaborate across wide range of team members, maintain attention to quality and detail (good enough won't fly here); hold yourself accountable to the expectations you set;
- Represent and advocate for the organization in cross-functional initiatives and discussions
- Keep in close touch with the Manager for the assigned tasks; communication is 80% of your success
- 5-8 years proven experience in project and program management, either supporting or delivering for a professional services organization
- Certified scrum master with experience working with JIRA
- This experience must include the management of expectations and duties beyond the basic precepts of project or program management
- Must understand the customer life cycle, what customers expect from a professional services team, and how professional services organizations should care for their internal resources and customers
- In-depth understanding of how organizations support and services work in a SaaS model
- Project/program management certification, systems engineering, customer success management, or ITIL certification, a plus; certification in quality management is also a plus (such as Six Sigma, Lean Six Sigma)
- Solid understanding of continuous process improvement and change management principles
- Ability to self-direct and identify and implement tasks and initiatives with little managerial oversight
- Strong understanding of Google Sheets and/or Smartsheet, Salesforce, and desktop publishing software applications
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Technical Program Manager - San José, Costa Rica - Splunk Inc
Descripción
Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.Role: What will I be doing?In this role, you will be responsible for developing and reporting on metrics and Key Performance Indicators related to capacity of skills, product SKUs, and other business drivers. You will also drive interlocks with other organizational units within Splunk to ensure cohesion and coordination in the execution of related initiatives and activities. You are required to be proficient in Scrum methodologies and must be comfortable using Jira, Smartsheet, and similar applications to supervise progress. As a member of the Methodology & Strategy (M&S) team, you will help drive a culture of continuous improvement through these important metrics and organizational interlocks. The work you do as a Program Manager for M&S will advise the development of future operating strategies and general decision-making by executive leaders. You must be a highly effective collaborator and communicator with phenomenal ideas, and confident in leading change management and improvement.Responsibilities: I want to, and can do thatRequirements
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