Global Program Manager

Job Description

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.

Need more proof? Braze was named a Leader in the Forrester WaveTM: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.

WHO WILL LOVE THIS ROLE

• You are excited about being in a brand new critical team and role that will set you up for a lot of flexibility and unique opportunities as this team grows
• You have a passion for growth and development as a Program Manager within the SaaS customer engagement space and working with the most innovative and exciting enterprise and mobile brands in the world for a top-tier venture-backed company that is a category leader in customer engagement
• You are a self-starter who thrives on ambiguity, with a high level of autonomy to be part of something that will be fundamentally important to the way both the team and Braze will function in the long-term

WHAT YOU'LL DO The Braze Global Accounts Team is the group leading the global relationships and operationalization, for Braze’s largest strategic clients. We work directly with C-level leadership, agencies, and partners at each of these clients to develop global Joint Business Plans with a lens toward, operationalizing and scaling our global relationships and improving customer outcomes. This is a newly formed organization and cross-departmental program and we are hiring a Program Manager, Global Strategic Accounts reporting into the Director of Global Accounts to oversee the entire customer lifecycle from a services delivery perspective and be accountable for program managing the various GSS cross-departmental customer-facing specialized resources.

Global Program Management and Cross-Functional Teaming:

• Manage and globally coordinate a portfolio of Global Strategic Account customers to successful outcomes. Accelerating Time-to-Value for implementation and adoption whilst facilitating growth and retention across their Braze footprint
• Structure engagement strategies that meet the unique needs of Global customers
• Serve as the central point of contact for internal teams throughout both the sales and post-sales stages to ensure services are scoped, resourced, onboarded and supported successfully
• Establish relationships with the customer’s PMO, Program Manager and key executive sponsors, with the likelihood to act as a customer-facing PMO

Program Governance:

• Establish, communicate and drive adoption of a centralized governance framework to serve as the foundation for the customer’s global growth and expansion into new geographies and business units
• Promote cross-collaboration, best practice learnings, standardization and repeatability of service delivery across the group from one business unit to the next
• Design and continually improve processes for global delivery, including materials that enhance efficiency and customer experience of services during the lifecycle
• Be the internal champion and voice of group engagement for the Braze Services group and consult with cross-functional teams to ensure customer readiness, planning and smooth transition between teams

Global Delivery Support:

• Document, maintain and share consistent elements from implementations across Business Units, working with the broader services department to encourage adoption
• Serve as the first point of escalation for any services-wide delivery concerns and coordinate with Team Leads/Managers to address and resolve escalations
• Advocate customer business use-cases to Product Development and key cross-functional leads

WHO YOU ARE

• 1+ years leading complex enterprise / strategic programs and engagements as a Program Manager, PMO, Principal Project Manager or similar leading role
• 4+ years hands-on experience delivering complex enterprise programs / implementation projects (with ACV of $500K up to $5M) across multiple senior client stakeholders at a SaaS company or professional services organization or similar and in a related area. For example: Services Delivery, Consulting, Onboarding, Customer Success, Project Management, or Technical Solutions
• Significant project and program management experience within highly matrixed cross-functional organizations and distributed global teams while managing C-level stakeholders and tracking change management across global programs, or formal certifications (PMP, PMgP, Agile, Prince2 etc)
• Strong client-facing experience at all levels in driving achievement of business objectives through comprehensive programs, implementation, change engagements and product adoption
• Excellent communication (verbal, written, presentation), influencing and conflict resolution skills
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• Ability to work in an independent, collaborative, fast paced environment and manage conflicting priorities effectively
• Ability to influence and be assertive amongst senior management, C-suite both customer and internal
• You have domain knowledge of two or more of the following: SaaS, Mobile, Customer Engagement, Marketing Automation, Direct Marketing

PREFERRED EXPERIENCE

• SaaS, Mobile, Customer Engagement, Marketing Automation or Direct Marketing services delivery experience
• Proven track record of navigating large organizations and ability to quickly deliver results for customers amidst complex, centralized / decentralized organizations and distributed global teams
• An understanding of a SaaS Go-To-Market function and the levers that drive its success
• Have a “customer-first” mentality to represent Braze within the local ecosystem of employees, customers, partners and other stakeholders

WHAT WE OFFER

• Competitive compensation that includes equity
• Generous time off policy to balance your work and life, including paid parental leave
• Competitive medical, dental, and vision coverage for you and your dependents
• Collaborative, transparent, and fun loving office culture

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