Who we are

Program Management includes Program Managers and Coordinators, responsible for overseeing a portfolio of program offerings, based upon the needs of MINDBODY, a specific department or our customers. This team oversees portfolio offerings, including the development, evaluation, and execution of programs that align with company and department operational priorities and growth strategies.

About the right team member

The Program Manager (PM) works closely with companywide stakeholders and leaders, overseeing the entire product/program lifecycle as an advocate for end-users and customers. The PM will oversee various program offerings, including the development, evaluation, and execution of programs that align to company growth strategies. This role will also be responsible for program processes, presentations, metrics, and report writing.

About the role

          Gainsight Journey Development 

• Build proactive & scalable digital experiences that engage customers in the moments that matter, through all phases of the customer journey.
• Collaborate with customer-facing teams to understand customer behavior, trends, and feedback, and design many programs to improve user adoption and experience, and drive lead generation.
• Leverage customer account health and engagement data to inform digital strategies and make recommendations to better improve our customer data.
• Cross-functionally align the digital experience across email, in-app, and one-to-many events for a cohesive customer experience.
• Design and implement customer journeys in Gainsight, including onboarding, adoption, renewal, and expansion processes.
• Collaborate with cross-functional teams to map customer journeys and translate business requirements into Gainsight configurations.
• Continuously improve and refine customer journeys based on data insights and feedback.
  
  Data Design and Analysis 
• Lead the design and management of data structures within Gainsight, ensuring accurate and comprehensive data capture.
• Perform data manipulation and transformation to support Gainsight’s rules engine and data ingestion processes.
• Analyze customer success data to identify trends, opportunities, and areas for improvement.
• Develop custom reports and dashboards to visualize data and track key performance indicators (KPIs).
• Monitor and report on the performance of existing programs by leveraging engagement statistics, adoption, satisfaction, and retention.
  
  Continuous Improvement
• Stay up to date on Scaled and Digital Customer Success industry trends.
• Drive alignment across departments, groups and all efforts and activities to achieve desired program outcomes.
• Work with key stakeholders and leaders across the organization to identify operational priority improvements needed to achieve MINDBODY growth strategies.
• Work closely with leads, senior program managers and department leaders to drive and leverage initiatives that elevate and sustain high levels of company performance.
• Create scopes of work for targeted programs.
• Develop innovative and creative approaches to solve identified outcomes.
• Act as a decision maker for routing and process questions for ongoing programs.
• Lead the planning, delivery, marketing and communication efforts of programs overseen.
• Identify potential risks, manage dependencies, and escalate promptly with mitigation plans.
• Participate in planning and road mapping activities to identify impact on other cross-functional programs.
• Prioritize deliverables effectively in a fast-paced environment with multiple conflicting priorities.
• All other duties as assigned.

Skills & experience

• Bachelor’s degree, technical certification or equivalent work experience.
• 2-4 years’ program management experience.
• Proven ability to build relationships with organizational stakeholders across the company.
• High level of initiative for excellence, results and process improvement.
• Strong interpersonal skills and successful at working in a cross-functional, fast-paced environment.
• Ability to make judgment calls when dealing with ambiguity.
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), SharePoint and project management software.
• Experience managing customer journeys through Gainsight Orchestration is preferred.
• Previous experience developing and implementing digital or scaled customer success motions that measurably impacted user adoption, and customer retention and growth, such as automated email touchpoints, in-product engagements, surveys, and webinars.
• Track record of moving an initiative from ideation to execution, building the project plan and ensuring all stakeholders are held accountable for meeting deadlines to ensure delivery.
• Previous experience in training others and facilitating meetings is preferred.
• PMP, Agile, P30 or other relevant project or program management certification is desirable.
  
  
  

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