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Customer Technical Support (CTS) Program Manager - 1723


What You Will Be Doing

We are looking for a CTS Project Manager to be responsible for organizing customer programs and activities for our technical support organization. You will be tasked with managing customer qualifications and support issues with a team in support of the organization's strategic direction, as well as creating and managing long term goals. You will also be in charge of Customer Communication, Sample Management, Operations, Marketing and Engineering teams in cross-functional activities.

In order to be successful in this role, you will need work well in a cross functional team management environment and have prior experience in both program management and team management. A Bachelor's degree is required.

Your Key Responsibilities Will Include

  • Capturing customer project requirements, planning and following up on project deliverables
  • Reporting on project status (both internally and externally)
  • Providing post-sales technical support to high-profile customers and understanding their product release planning
  • Discussing & understanding the impact of reported issues on the customer’s product release planning
  • Analyzing & verifying reported issues and monitoring the resolution by the support teams
  • Pro-actively inform customers of specification changes, program schedules and product alerts
  • Building a strong relationship with the engineering and development teams with the customer
  • Collaborate with the internal development teams to develop technical requirements, qualification schedules, product release timelines, sample requirements and general support issues.
  • Create strategies for risk mitigation and contingency planning of assigned customer’s projects/programs.
  • Effectively and efficiently communicates project status and issues to management and constituent management.
  • Assist/Manage the Release Planning Process Deliverables Schedule and Communications to downstream teams with Inbound & Outbound Product Management.
  • Developing an evaluation method to assess program strengths and identify areas for improvement.
  • Implementing and managing changes and interventions to ensure project goals are achieved.
  • Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.
  • Producing accurate and timely reporting of program status throughout its life cycle.
  • Analyzing program risks.

Education & Experience Necessary for Success

  • Minimum of 5+ years project/program management experience with majority experience in product business operations. PMP & CSM certifications desirable
  • You have exemplary program management skills; this is in terms of process and documentation, keeping two steps ahead of the plan (foreseeing issues, risks, dependencies); driving and facilitating meetings to their desired outcomes.
  • Critical Thinking/Analysis skills to fine tune/optimize operational processes, create best practices, work with people and data to solve problems.
  • Superior stakeholder management & communications skills.
  • Ability to combine technical expertise with good communication skills
  • Dynamic, analytical, results-oriented, autonomous, highly motivated professional with a can-do attitude, comfortable working in a changing environment
  • Strong customer orientation & ability to engage as needed with customers.
  • Excellent negotiation and persuasion skills.
  • Ability to make decisions independently.
  • Excellent leadership and proven people skills.
  • Proven experience in program management.
  • Proven stakeholder management skills.
  • Competency in Microsoft applications including Word, Excel, and Outlook.
  • Willingness to travel occasionally (e.g. to present quarterly roadmaps, give training, etc.)
  • Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related field.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Req # 1723

We are an Equal Opportunity/Affirmative Action Employer including: Minorities/Women/Individuals with Disabilities/Protected

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