Job Description What We Need: We are looking for a Program Manager who will play a vital role in our customers’ success, embody excellent customer service, and set the bar in relationship management and strategic program design. This role sits at the heart of our relationship with customers, managing the daily interactions that result in trust and true partnership, and delivering business value through our suite of products and services. At the highest level, the Program Manager uses technology to solve business challenges, leads the implementation of solutions and programs that deliver business value, advocates for customers’ success, and evangelizes our products and services. As a Program Manager with Forsta, you will; Immerse yourself in the client’s business - understand their unique challenges, business and program objectives, and success measures Collaborate with clients, partners, and cross-functional teams to gather requirements, prepare budgets, develop project plans, and manage the delivery process Own delivery process, ensuring accurate, on time, profitable delivery of solutions and programs that delight clients and lead to growth over time Provide a single point of contact for clients, team members, and partners throughout delivery Champion our products – leverage the latest Forsta tools, features, and functionality to meet customers’ needs Build deep client relationships to support customer success and account growth Inform clients, commercial leads, and management of progress, risks, and growth opportunities Advocate for clients internally with regard to product ease of use, user experience and design, new features and functionality to bring the voice of the customer to Product and R&D Responsibilities: Present information clearly and confidently to clients and stakeholders within and outside the organization Demonstrate competence and confidence with the full VOC/E product and services suite, including those available through our partner networks Ability to think creatively about solving client issues or concerns to improve program outcomes, and deliver value; works effectively with varying degrees of ambiguity Effectively troubleshoot basic technical issues and translates technical jargon to business language for client contacts Provide guidance and best practice for use of the platform to achieve program objectives over time Identify potential risks and opportunities within assigned accounts to support retention and growth Implement projects on existing client accounts and lead new client implementations on small, mid-market, and large accounts Play an active, visible role in account planning on assigned book of business; support design, development, planning, and execution of strategic roadmaps for clients Support RFPs and other pre-sales activities as part of new client acquisition under the direction of Principal PM or Director Lead internal initiatives designed to improve the customer experience with Professional Services or the products and services we offer Participate in the training and onboarding of new/junior team members on assigned work