The Sr. Program Manager is ultimately responsible for maintaining positive customer relationships. You will manage projects and pilots with our European customers, such as system implementations, and provide end-to-end program management throughout the lifecycle of the program. You will need to maintain a detailed understanding of products and services to support customers with questions and suggest the best solutions for their needs

1. Customer Onboarding & Implementation

• Own and manage all aspects of client onboarding and implementation.
• Develop and maintain a detailed implementation schedule aligned with client requirements and internal milestones.
• Utilize the implementation playbook to guide the process for new customer deployments.
• Train clients on project's software and ensure seamless knowledge transfer.

1. Issue Resolution & Escalations

• Act as the frontline for operational issues, working closely with the business strategy lead, operations team, and project engineer.
• Proactively identify and resolve bottlenecks in customer workflows.
• Coordinate resolution of complex issues with Engineering.
• Track and manage escalations, ensuring timely resolution.

1. Monitoring & Performance Tracking

• Track key customer metrics (uptime, adoption, engagement, etc.).
• Ensure SLAs and contractual obligations are consistently met.
• Regularly report on project milestones and deliverables.
• Collaborate with subcontractors and violation processors supporting each program.

1. Proactive Account Management

• Establish regular check-ins with clients to preempt potential issues.
• Serve as the primary point of contact for customers.
• Align internal teams to customer needs and act as the client advocate.
• Provide structured feedback to internal teams based on customer insights.

1. Process Improvement & Feedback Loop

• Work closely with operations and assigned project engineers to refine workflows.
• Identify process improvements based on customer insights and performance trends.
• Collaborate with Product and Engineering teams to advocate for product enhancements.
• Establish, implement, and maintain an effective Project Plan to ensure all deliverables are met.