Customer Success Technical Program Manager

Description

Position at Wind River

WIND RIVER 

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability. Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. 

About the opportunity 

Wind River has an opportunity for a Customer Focused Program Manager with experience in proactive complex customer management. The role has 2 main aspects: 1) Direct End Customer management in the telecommunications space. 2) Handling strategic and expanding partners in the cloud solution space. This role requires understanding of telecommunications operations, technical account management, customer success advocacy, influence management, C-suite interactions and results. Program management skills across schedule, contracts, quality and timeliness are a must. The role requires global interactions on a daily basis and flexible adaptability for cultural differences and business changes. The candidate should possess software expertise with exposure to communication service providers and their suppliers. The ideal candidate has business background coupled with technical expertise along with proven influence management skills. This person must be able to influence both internal and external stakeholders. Additionally, this person will lead weekly, monthly, and quarterly business reviews with focus across previous performance, continuous improvement and strategic alignment.

Responsibilities & Accountabilities

• Assess, analyze, recommend changes and be willing to make decisions
• Define and influence leadership with end customers and partners
• Provide program management oversight and definition across internal functions, stakeholders and procurement aspects of engagements.
• Globally connect daily with customer, partners and internal stake holders
• Identify, track and resolve critical items with a mind towards prioritization and rationalization
• Act as a liaison between Wind River and the customer. Work strategically with CSP to ensure support aspects are routed/escalated and transitioned per contractual agreements. Work closely with Technical Support, Sales, Product Management, Engineering and Professional Services to ensure the customer’s needs are progressed within the contract terms.
• Act as liaison between customer and all other departments within Wind River.
• Provide status updates across all activities for internal and external consumption
• Single focal point for escalation management, mitigation and resolution
• Executive level influence and direction setting to achieve key results
• Executive level presentation skills necessary to engage within the customer and within Wind River
• Lead work with Sales, Services and Support to ensure successful early engagement to commercial deployments and expansion
• Organize/drive Wind River team for all aspects tied to quarterly business reviews with customers.

Performance Measurement 

• Required to be adaptable and adjust plans across companies as needed
• Cross functional collaboration is key
• Detailed oriented pragmatic decision making as required
• Establish and align governance for reporting, reviewing and escalating customer issues — parallel activities for planning, project mgt, building and running the network within the customer (note these could involve different portions of the customer organization)
• Establish 1:1 relationships at least across the customer and partner mapping and utilize broad range of resources to maintain and expand these relationships
• Establish linkage into planning and all other customer aspects including proectj mgt
• Work within WR team to establish procedures/tools that can be communicated to the customer and accessed for dashboards, real time reporting and constant communication
• Successfully handle needs for field launches and engagements
• Agree with customer to quarterly business review attendees, format, scheduling
• Direct weekly activities and review/provide inputs for setting direction for all Wind River involvement tied to this customer

Educational Requirements

Technical and/or Business degree

ABOUT YOU 

Core Competencies & Demonstrated Success 

• Experience in strategic and changing business operations
• Demonstrated success in critical thinking and change management
• 7+ years of customer engagement/support and software platform delivery and integration
• 8 years of experience in telecoms, CSPs and/or TEMs
• 10+ years of experience in global teams internal and external
• At least 3 years with a proven track record supporting large fortune 500 companies.
• Business experience including contract exposure, business process optimization
• At least 6 years of program management and project management experience.
• Strong communication and customer service skills.
• Proven ability to engage, influence and communicate across executive levels
• Ability to build/maintain relationships with customers and other departments within Wind River.
• Self-motivated, independent and comfortable working directly with technical customers.

Preference will be given to those candidates with the above noted requirements and familiarity with platform software and the Open Source Community

Compensation 

• The annual base salary range for this role’s listed grade level is currently $128,100 to $150,000 plus bonus for residents in the states of Colorado, New York and New Jersey; and $135,000 to $170,000 plus bonus for residents in the states of California and Washington, and the NYC area. Salary ranges are determined through interviews and a review of education, experience, knowledge, skills, location and abilities of the applicant, and equity with other team members. Employees in this role are also eligible for the following benefits in accordance with the terms of the Company’s plans: health, dental, vision insurance, life insurance, flex time off, eligibility to enroll in 401k, 12 paid holidays.

Our Commitment to Diversity 

• Wind River is committed to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, age, physical, mental, or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, HIV status, family medical history or genetic information, family or parental status including pregnancy, or any other status protected by the laws or regulations in the locations where we operate. Wind River will not tolerate discrimination or harassment based on these characteristics. 

To learn more, visit Wind River at www.windriver.com. 

APPLICANT PRIVACY NOTICE: 

• Your privacy is of the utmost importance to us. At Wind River, we strictly adhere to all applicable data privacy laws. Please review Wind River’s Applicant Privacy Notice, which can be found here. 

#LI- JP1 

#LI – REMOTE 

Wind River is an Equal Opportunity Employer with a commitment to diversity. We prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Diversity is foundational for Wind River’s business success. We want to be a workplace of choice for all people and we value the unique perspectives offered by a diverse workforce. Wind River does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, citizenship, disability, protected veteran status, age, ancestry, medical condition, genetic information, marital status, pregnancy, or any other legally protected status. This principle applies to all areas of employment: recruitment and hiring, training, performance evaluations, promotions and transfers, compensation and benefits, and social and recreational programs.

Wind River desires to be an employer of choice with an inclusive environment for all individuals. As part of this goal and in compliance with various laws and regulations, Wind River provides reasonable accommodation to applicants and employees. Requests for reasonable accommodation for applicants and employees are examined on a case-by-case basis. Please let us know if you need a reasonable accommodation for any part of the application, interviewing, hiring or at any other time during the employment process. You can email us at: [email protected]. Please do not include personal medical information in the email.

More information about federal laws that prohibit job discrimination can be found at:

www1.eeoc.gov/employers/poster.cfm

www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

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