Program Manager

Remote - Colombia•Remote - US

Remote

Senior

Full Time

about 21 hours ago

remoteprogram managementsoftware implementationcustomer success

Requirements

•5+ years of project/program management experience implementing or delivering software solutions, preferably SaaS
•Excellent written and verbal communication, persuasion, and presentation skills
•Ability to handle multiple competing priorities in a fast-paced environment independently or as part of a team
•Ability to take initiative to drive projects forward under ambiguous circumstances
•Ability to communicate effectively across all organizational levels and establish as a trusted advisor to leadership
•Proven ability to troubleshoot and resolve technical issues involving software configuration, data mapping, API integrations, and system deployments
•Demonstrated ability to serve as a subject matter expert and trusted advisor in software implementation or technical consulting
•Experience identifying technical blockers and dependency problems in advance and working collaboratively to implement solutions
•Ability to work non-standard and holiday hours and travel as needed (typically not more than 10% annually)

•Set, manage, and meet customer expectations with regard to scope, budget, and timeline
•Ensure customers have an excellent experience, see value from solutions, and generate revenue through successful implementations and expanded platform usage
•Serve as the primary point of contact for customers throughout engagement delivery, providing guidance on solution architecture, system configuration, integration patterns, and deployment strategies
•Oversee engagements leading customers through various stages of Twilio implementation including solution design, implementation, configuration, production monitoring, and adherence to best practices
•Partner with other team members to design, configure, and implement solutions and support solution delivery activities
•Lead a team of technical resources to architect solutions, configure systems, write custom code, and set up product integrations based on customer requirements
•Proactively analyze customer usage patterns, technical health, and implementation approaches to identify optimization opportunities and recommend solutions or additional services
•Send status reports, action logs, and other necessary project artifacts as outlined in the customer contract and communicate progress, risks, and solutions to stakeholders

•Experience with Twilio-related technologies such as email, voice, messaging, video, Customer Data Platform, and/or 2FA
•Experience creating delivery frameworks, implementation methodologies, and reusable solution patterns
•Experience with AGILE, SCRUM, Six Sigma, KANBAN, or KAIZEN
•Certification from Project Management Institute (PMI) or Scrum.org
•Experience working with or supporting major CRM or SaaS platforms
•Strong understanding of APIs and common web service integration patterns
•Experience with integration platforms or middleware like Mulesoft, Workato, Tray.io
•Experience participating in sales and proposal presentations, demonstrating solutions, and qualifying opportunities for professional services
•Demonstrated experience in solution design, system configuration, and implementation support
•Deep knowledge of industry best practices, regulatory requirements, and use case patterns for communication channels