Program Manager-Pluck

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The Program Manager will act as an expert on Pluck’s product features, functionality, technology and content management, and will serve as the primary point of contact for a specific set of accounts, providing a combination of solution consulting and program management while acting as an internal advocate for customers. They will also be responsible for providing support and guidance when necessary to help customers achieve their business objectives.
This role reports to the corresponding Customer Success Manager who oversees the overall account portfolio.
Responsibilities:
Develop a full understanding of each customers’ goals, expectations, and requirements and work to ensure that they are consistently exceeded, pairing goals with applications, features, and preferences
Track customer KPIs and continue to provide recommendations and adjustments to maximize ROI
Using best practices as the foundation, develop community engagement / management process and programs
Coordinate with Moderation Services on content rules, transferring needs around regulating content, and relating necessary modifications over the course of the customer relationship when services have been contracted
Monitor customer utilization and analyze content trends / sentiment in order to develop strategies to increase usage, adoption of Pluck solutions, and community membership retention and growth
Conduct regular check-in calls for tactical items and prepare and present business quarterly reviews, positioning learnings and product developments to further goals and reflect on successes
Serve as liaison with other internal organizations such as Product Development, Professional Services, Customer Support, Moderation Services, and Marketing
Notify on content concerns that may require review and prescribe resolution
Partner with CSM in identifying business opportunities and measuring customer health
Retain an in-depth understanding of existing platform capabilities and the product roadmap, raising requests and bugs as needed, and escalating issues accordingly
Coordinate additional customer training and support as necessary
Maintain updated account information in CRM system (Highrise) including client contact details, updates on the latest client call notes, and uploaded documents presented
Requirements
Bachelor’s Degree
3 years in account management
Experience with Web-based technologies
Excellent organizational, time management, communication, relationship management, business strategy and analytic skills
Strong written and verbal communication skills including the ability to give presentations both via Webex and in person.

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