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TITLE

 

Onboarding Program Manager

COMPANY

 

Blue Jeans Network

LOCATION

 

Mountain View, CA, US

Description

BlueJeans is seeking an Onboarding Program Manager who will be responsible for driving and managing deployments of BlueJeans for customers and ensuring a smooth and seamless adoption of the service. Responsibilities include planning, strategizing, directing and executing deliverables in alignment with customers’ specific business goals for BlueJeans. The Program Manager we’re looking for must be customer-centric and passionate about setting customers up for long-lasting success.

BlueJeans is trusted by companies around the globe to enable video conversations, meetings and events. We pride ourselves in delivering a suite of video solutions that connect people, build relationships and drive business growth. Onboarding is the starting point and critical path to customer’s long-term success with BlueJeans. As a critical member of the Customer Onboarding team and primary partner of the customer as they get started with our service, you have a unique opportunity to impact the course of customer’s journey with BlueJeans. The ideal candidate for this role must be able to work effectively in a fast-paced environment, be able to deploy multiple customers simultaneously and deliver on measurable results while achieving high level of customer satisfaction.


Responsibilities

Partner with customer to develop a custom deployment strategy and plan based on their unique needs, success criteria & goals, and scope of implementation
Responsible for development and delivery of successful customer onboarding experience including but not limited to:
Communication planning & strategy
Project governance and oversight
Support readiness
Technical deployment readiness
Maintain responsibility for and drive execution of deployment and deliverables as defined by deployment program and/or customized deployment plan (achieving estimated level of effort and target completion date)
Set and manage client expectations and day-to-day interaction; organize and facilitate project planning, weekly meetings, and presentations
Ensure all internal and customer stakeholders are aligned and updated
Regularly monitor, track milestones, and report on progress of the project
Drive escalation and mitigation of issues and risk should they arise, in a timely manner
Revise and execute on project work plans as appropriate to meet changing needs and requirements, as needed
Identify and drive removal of blockers inhibiting team’s ability to meet project objectives
Oversee transition to post-onboarding team (Technical Account Manager, Customer Success Manager)
Ensure customer satisfaction of the onboarding process and experience; gather customer references
Achieve Performance objectives as defined by the Customer Onboarding Performance plan, e.g. Contribute to the development of operational framework and excellence

Key Qualifications

B.A. or B.S. degree. 5 - 8+ years of work experience, preferably in the technology industry and in a project / program management role
Proven ability to manage multiple, complex projects simultaneously
Ability to prioritize and manage tight deadlines
Excellent organizational and analytical skills with exceptional attention to detail
Self-starter with a positive attitude
Strong verbal and written communication skills
Strong familiarity with project management tools and methodologies; PMP Certification is a plus
Excellent ability to work and thrive in a team environment and build strong personal networks in a fast moving organization
Ability to strategize and translate the strategy into an executable plan and set of deliverables
Problem-solver who has a demonstrated ability to overcome challenges and proactively manage risk with creative solutions
Flexibility to travel to client site as needed (travel will be minimal <5%)

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