Program Manager, Google Cloud Customer Success

Company: Google Inc.
Location: Sunnyvale
Posted on: May 3, 2021

Job Description:

Minimum qualifications:

* Bachelor's degree or equivalent practical experience. * 3 years of relevant experience or managing multi-disciplined type of projects. * Experience generating structured analysis and synthesizing data into useful formats and bringing actionable insights. * Experience using productivity software to present complex business ideas and recommendations.

Preferred qualifications:

* MBA or graduate degree in a management, technical, or analytical field. * Experience working cross-functionally with engineering/sales/marketing teams. * Account management, client service and/or management consulting experience. * Experience in data manipulation using SQL or other scripting languages, and data modeling and building dashboards. * Ability to craft a compelling message and tailor it for a given audience. Ability to mix technical acumen with simple, everyday language to deliver a story that is memorable and useful.

About the job

The Google Cloud Platform team helps customers transform and build what's next for their business - all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers - developers, small and large businesses, educational institutions and government agencies - see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

As a Program Manager, you'll lead complex, multidisciplinary initiatives that grow and differentiate Google's Customer Success offerings. You'll plan requirements with internal customers and usher projects through the entire project lifecycle working with cross-functional stakeholders. This includes leading project schedules, identifying risks and dependencies, and clearly communicating them to project stakeholders.

You will lead the creation of assets and tools to enable Customer Success Managers (CSM) globally and work with them to ensure that you establish a feedback loop to capture real-time feedback. Working with them to define customer needs and challenges, you will build a programs roadmap to enable effective and efficient service delivery. Using your business insight, operational knowledge, and technical skills, you will use data to enable decision-making and provide recommendations to the leadership team how to handle operational efficiency.

Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google's cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.

Responsibilities

* Collaborate with all stakeholders to understand customer challenges and how the Customer Success organization brings value to them. * Work independently to run project schedules, stakeholder communications and relationships, prioritize multiple stakeholders and tasks, and lead execution of complex and time-critical projects. * Work cross-functionally with Sales, Support, Professional Services, Product and Marketing to amplify the voice of the customer. * Collect market intelligence and form perspectives on competitive trends, industry challenges, and evolving market needs. * Connect disparate data sources and ideas into cohesive, well-grounded recommendations, using creative, structured and analytical thinking.

Keywords: Google Inc., Sunnyvale , Program Manager, Google Cloud Customer Success, Other , Sunnyvale, California