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Strategic Program Manager - Location Flexible - Veterans Encouraged To Apply

Technologie de l'information

Ordinateur et Logiciels

Internet

248 jours | Los Angeles, California, United States | Dropbox

Strategic Program Manager - Location Flexible - Veterans Encouraged To Apply

248 jours | Los Angeles, California, United States | Dropbox

Dropbox

Date de début :mai 25

Appliquer avant :juin 25 2021

Industrie : Technologie de l'information, Ordinateur et Logiciels, Internet,

Type :Temps plein

Description du poste

Company Description

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees. Being Virtual First also means the location of our employees is targeted but flexible. If “Location Flexible” is listed in the job title of a role, the role can be located in any of the states where Dropbox is authorized to do business.** Some roles (including those which do not have “Location Flexible” in the job title), however, may have to be co-located with their teams in certain locations. Please work with your recruiter and your hiring manager to understand any location constraints of a particular role and to communicate your location preferences.

**Dropbox is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Dropbox is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Dropbox is registered.


Dropbox is one place to keep life organized and keep work moving. With more than 600 million registered users across 180 countries, we’re on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has offices around the world. For more information on our mission and products, visit dropbox.com.

Team Description

Our Sales and Channel teams share Dropbox Business with companies around

the world, helping them understand the power Dropbox has to offer teams at

scale. The Sales Strategy team develops insights to assess business

performance, and leads initiatives to identify new sources of growth. We

work closely with senior sales leaders to develop shared goals, and do the

planning and execution necessary to make those goals a reality.

Role Description 

The Global Customer Solutions and Success (GSS) team within Global Commercial Organization is chartered with providing customer centric solution support spanning both the pre-sales funnel as well as post-sales customer success engagements to grow the business and help customers achieve their desired value and outcomes from their Dropbox deployments.

We are seeking a Strategic Program Manager to join the GSS Strategy & Operations team that will work directly with Customer Solutions & Success team leadership to identify, propose, plan, and execute programs that span all aspects of the global functions: Customer Solutions, Customer Success, Named Accounts and Emerging Solutions.  This will require extensive cross-functional collaboration with other Dropbox teams and stakeholders including internal teams such as Product, Data Science, Customer Experience, Sales Strategy, ITS, Communications and external customers, partners, vendors and investor relations and industry analysts.

The ideal candidate will work effectively with stakeholders to craft & execute projects that affect numerous internal and external stakeholders. You will be a trusted advisor to the daily operations of the Global Solutions and Success team, in developing a compelling thought leadership position for Dropbox and in ensuring we maximize the time investment of executive leaders by aligning them to our most impactful customer programs.

Responsibilities

  • Customer Success Programs
  •  
    • Establish, evolve and maintain customer-centric and revenue-impacting processes (including: organization’s performance metrics, executive engagement, global case studies, defining customer lifecycle activities & scaled technical onboarding) and execute change management to support.
    • Provide Customer Success representation to cross-functional peer organizational efforts (Product/Marketing/CX) spanning our largest Global Accounts to our direct and partner managed MM/SMB customers.
  • Customer Solutions Programs
  •  
    • Identify, measure, and provide continuous improvement of solution impact (including: team performance metrics, customer feedback framework).
    • Global coordination of programs aligned to the closed-loop customer feedback between GSS and Dropbox Engineering, Product & Design organization (EPD).
  • Global Solutions & Success: Strategy and Operations.
  •  
    • Organize, coordinate and program manage the execution of strategic initiatives (including: knowledge management, account reviews, health score), implementation of new programs and resolution of issues in the org
    • Analyze data to uncover statistically significant metrics or trends that have a direct impact to customer risk or opportunities
    • Measure the direct impact of the org via shared KPI goals and definitions

Requirements 

  • Previous customer-facing experience in SaaS customer success programs - must be willing to dive in and learn Dropbox products
  • Big picture thinking and analytical mindset 
  • Executive presence and comfortable with presenting to executives/Staff
  • Proven project management with executive stakeholders experience across multiple functions (ability to ideate, build strategy, execute and validate (program manage start to finish))
  • Scrappy with bias to action
  • Prior experience with CRM systems

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

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