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Overview
The Program Manager plays a central role in coordinating the multiple projects run by CS staff, key initiatives to streamline and improve core business tools and processes (such as the REFCORE ticketing system) and overall successful execution of work onboarding for Customer Success.
Responsibilities Help drive key programs through development and implementation, including initiatives such as Priority Customer Management, Quality Framework delivery, Client status and reporting and othersPrioritize and manage implementation project roadmaps across Customer SuccessProvide collective status reporting and monitoring for all active projects to key stakeholdersWork with Project Managers to ensure successful deliveriesWork with TAMs to ensure reporting role-ups and escalation pathsDrive the formation or improvement of global workflow processes and best practicesManage tool and workflow initiatives including: REFCORE tool changes, Salesforce and Service NowCollect CBE operations metrics for analysis and continuous improvement of: Turn-around time, Completeness, Validity and freshness (including aging reports and ticket expiration)Work with Project Managers across CBE, TAO and other areas to improve overall project management tools and processesProject Manage key assignmentsExpected to attend company and client events, as requiredRequirements Bilingual: Fluent in both English and SpanishSuccessful experience in onboarding customers with products and services, preferably for Gracenote Video, Music or Sports implementations.Project Management experienceProven leadership and business acumenExcellent time management, prioritization and organizational skillsHigh energy, enthusiasm, initiative and driveEffective verbal, written, presentation and interpersonal communication skillsKnowledge of the entertainment, data and/or technology sector and new media industriesAbility to quickly learn and stay current on all GN products and servicesTravel as requiredBachelor’s degree in Business, Communications or related field is requiredA minimum of 5 years of experience with Video, Music and/or Sports data products or services required