Services Program Manager - Hybrid Barcelona
Boomi is the platform for intelligent connectivity and automation. Connect everyone to everything, anywhere.
Job Description
Join us as a Services Program Manager on our Customer Operations & Strategy - Shared Services team to do the best work of your career and make a profound social impact.
What you’ll achieve
As a Services Program Manager, you’ll help empower and enable the service delivery teams, ensure delivery excellence, engage in service offer governance, and be a stakeholder in the offer lifecycle process. This role will require you to deeply partner with the business (Sales, Marketing, Product, Support, Services) and our customers to develop and enable our post sales technical services to drive CE/CX and customer stickiness.
Please also note that this is a hybrid office/remote role where you will work at least 3 days per week from our stunning Barcelona office; and 2 days from home.
You will:
- Develop post-sales perpetual services strategy and roadmap
- Execute strategy and ensure service delivery exceeds business metrics and KPIs
- Partner with sales to research and propose service iterations and/or new services to address any opportunities
- Develop delivery and continuity playbooks to support growth and scale
- Build and maintain business processes and procedures to track and manage customer accounts, health, deliverables and feedback
- Identify and develop plans to improve scalability through process improvements and automation investments
- Partner with PSO and Customer Success leaders to develop and maintain optimal customer onboarding and co-delivery strategies
- Create and present project status reports that provide visibility into the health and activity of programs
- Positively guide and advise teams through program challenges
- Keep the team productive and organized by building consensus, knocking down barriers, and managing to an aggressive, yet realistic schedule
- Anticipate what might fall through the cracks and employ a proactive approach to ensure things run smoothly and productively
- Proactively highlight and resolve risks and issues and clearly communicate those risks to stakeholders
- Conduct program governance and effective change management
- Lead efforts to resolve program issues, escalations, and prioritization conflicts by establishing clear decision points and resolution paths
Take the first step towards your dream career with Boomi
Essential Requirements
- Bachelor's degree in business, computer science, or related field
- Minimum of 6+ years of technical program management experience, preferably in a matrix and agile environment; SaaS experience is a plus
- Extensive experience developing and executing post-sales service strategies
- PMI, PMP, and ITIL certifications are a plus
- Adept at effective stakeholder, risk, and communication management
- Working knowledge of JIRA/Confluence, Google Apps, and MS Office
Desirable Skills & Experience
- Strong interpersonal skills and an outcome-based approach to collaboration
- Highly comfortable in facilitating the healthy debate of ideas
- Lead by example and manage cross-functional programs through a positive, fact-based approach
- Solve complex problems with tenacity and collaboration
- Proficiency in adapting to change and ability to manage multiple projects concurrently
- Ability to establish credibility and rapport with senior executives, technical and nontechnical team members alike
- A service-oriented mindset who "Thinks Customer"
About Boomi and What Makes Us Special
Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more.
Join us as a Services Program Manager on our Customer Operations & Strategy - Shared Services team to do the best work of your career and make a profound social impact.
What you’ll achieve
As a Services Program Manager, you’ll help empower and enable the service delivery teams, ensure delivery excellence, engage in service offer governance, and be a stakeholder in the offer lifecycle process. This role will require you to deeply partner with the business (Sales, Marketing, Product, Support, Services) and our customers to develop and enable our post sales technical services to drive CE/CX and customer stickiness.
Please also note that this is a hybrid office/remote role where you will work at least 3 days per week from our stunning Barcelona office; and 2 days from home.
- Develop post-sales perpetual services strategy and roadmap
- Execute strategy and ensure service delivery exceeds business metrics and KPIs
- Partner with sales to research and propose service iterations and/or new services to address any opportunities
- Develop delivery and continuity playbooks to support growth and scale
- Build and maintain business processes and procedures to track and manage customer accounts, health, deliverables and feedback
- Identify and develop plans to improve scalability through process improvements and automation investments
- Partner with PSO and Customer Success leaders to develop and maintain optimal customer onboarding and co-delivery strategies
- Create and present project status reports that provide visibility into the health and activity of programs
- Positively guide and advise teams through program challenges
- Keep the team productive and organized by building consensus, knocking down barriers, and managing to an aggressive, yet realistic schedule
- Anticipate what might fall through the cracks and employ a proactive approach to ensure things run smoothly and productively
- Proactively highlight and resolve risks and issues and clearly communicate those risks to stakeholders
- Conduct program governance and effective change management
- Lead efforts to resolve program issues, escalations, and prioritization conflicts by establishing clear decision points and resolution paths
Essential Requirements
- Bachelor's degree in business, computer science, or related field
- Minimum of 6+ years of technical program management experience, preferably in a matrix and agile environment; SaaS experience is a plus
- Extensive experience developing and executing post-sales service strategies
- PMI, PMP, and ITIL certifications are a plus
- Adept at effective stakeholder, risk, and communication management
- Working knowledge of JIRA/Confluence, Google Apps, and MS Office
- Strong interpersonal skills and an outcome-based approach to collaboration
- Highly comfortable in facilitating the healthy debate of ideas
- Lead by example and manage cross-functional programs through a positive, fact-based approach
- Solve complex problems with tenacity and collaboration
- Proficiency in adapting to change and ability to manage multiple projects concurrently
- Ability to establish credibility and rapport with senior executives, technical and nontechnical team members alike
- A service-oriented mindset who "Thinks Customer"
Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.
All employment decisions are based on business needs, job requirements, and individual qualifications.
Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries.
