Strategic Program Manager
Role Description
The Customer Advocacy Strategy and Ops team within the 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 Dropbox.
We are seeking a Strategic Program Manager to join the Customer Advocacy Strategy & Operations team that will work directly with Customer Solutions & Success leadership to identify, propose, plan, and execute programs that span all aspects of the global functions: Customer Solutions, Customer Success and Named Accounts. This will require extensive cross-functional collaboration with other Dropbox teams and stakeholders including internal teams such as Product, Data Intelligence, Customer Experience, Sales Strategy, ITS and vendors/partners.
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 provide best practices for 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 programs.
Responsibilities
- Go-To-Market Programs
- Define and lead customer-centric and revenue impacting programs cross-functionally across business areas to drive strategic initiatives forward with other DBX teams & stakeholders
- Drive the prioritized value driving programs and delegate sub projects as needed to achieve completion (following agile methodologies) and execute change management to support
- Global coordination of programs aligned to the closed-loop customer feedback between Global Commercial Organization and cross-functional organizations
- Global Solutions & Success: Strategy
- Organize, coordinate and program manage the execution of strategic initiatives (including: best practices for the org), implementation of new programs and resolution of issues in the org
- Analyze business gaps and document them across the global org to prioritize programs, assess overall scope of work and advise GSS leadership on key improvements
Requirements
- Previous CS Ops or Sales/CS customer-facing experience in SaaS - 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 GTM launches
- Prior experience with Salesforce