Job opening

Customer Success Programme Manager - Stockholm, Sweden

The Programme Manager role is dynamic and key to the success and quality of Customer Success programmes.  The role is responsible for devising, organizing, and implementing high scale quality projects that are complex in nature. The Programme manager will lead the continuous improvement and effective running of our global onboarding function at Episerver. They will ensure the project management team are resourced, driven and motivated towards driving a superior customer and partner experience. The Programme Manager will promote the onboarding programme with key stakeholders and create and maintain visualizations on performance to share with the wider business. 

 

How to Excel at Episerver

  • Client facing – develop and deliver the projects in close cooperation with the client’s specialists and program managers
  • Developing project proposals & SOW’s on your own, together with expert consultants
  • Ownership of the onboarding phase of a customer/partner
  • Successful delivery of multiple concurrently running project work streams
  • Exceed our customers’ expectations by driving efficient service and support during the full project lifecycle, as well as post-go live
  • Gather detailed requirements and communicate them clearly to all stakeholders and internal teams
  • Manage and motivate a team of project managers
  • Maintain an outstanding onboarding programme globally
  • Excellent problem-solving skills are a must as the go to person for the project managers
  • Ability to communicate and present effectively with/to senior stakeholders
  • Own and maintain project documentation processes (project plan, scope of work, status updates)
  • Ensure systems used are performing as expected and delivering solutions to the customer success teams
  • Evaluate and innovate all the processes within onboarding regularly
  • Ensure projects are delivered on time and within budget
  • Drive exposure and understanding of the global onboarding function and programmes with internal teams and partners
  • Serves as a liaison between Episerver and 3rd party suppliers to ensure successful delivery of the project
  • When required, manage escalated customer issues via established escalation processes
  • Provide recommendations for technical strategies and solutions

 

Essential Requirements

  • 5+ years of project 7+ years of programme management experience
  • Strong interpersonal and leadership skills - Includes ability to interface with both non-technical business and technical stakeholders at all levels
  • Team leadership experience
  • University degree or equivalent combination of education and experience
  • Certified in project management (e.g. Prince2, PMI, Scrum)
  • Strong verbal and written English & Swedish communication (besides native language)
  • Proficiency with the Microsoft Office Suite (e.g., Word, Excel, PowerPoint, Outlook) and Microsoft Projects
  • High Commercial awareness and customer focus
  • Knowledge of general industry terms and conditions
  • Process oriented and structured working style plus capable of handling multiple projects at the same time
  • Preferred domain expertise:(Episerver CMS, Commerce), experience with other content management systems is a plus
  • Good understanding and experience of SaaS solutions, system integrations and APIs
  • Totally passionate about making a difference to customers and partners
  • Willingness to travel

Apply Here

  1. Please send your resume to: EMEAcareers@episerver.com
  2. Please include subject line: Customer Success Programme Manager 

About Episerver

Episerver connects digital commerce and digital marketing to help organizations create unique digital experiences for their customers, with measurable business results. The Episerver Digital Experience Cloud™ combines content, commerce, multi-channel marketing, and predictive analytics in a single platform to work full-circle for businesses online – from intelligent real-time personalization and lead-generation through to conversion and repeat business – with unprecedented ease-of-use.

Sitting at the center of the digital experience ecosystem, Episerver empowers digital leaders to embrace disruptive, transformational strategies to deliver standout experiences for their customers – everywhere they engage.

Founded in 1994, Episerver has offices in Australia, Denmark, Finland, Germany, The Netherlands, Norway, Singapore, South Africa, Spain, Sweden, UAE, UK, the USA and Vietnam.

If you are interested in a pivotal role within a company that is charting new territory in a market undergoing phenomenal growth, then Episerver is the place for you!

You will have the opportunity to work with some fantastic brands; industry thought leaders; and those shaping the digital experience landscape, while enjoying a flexible, collaborative and a stimulating work environment that will keep you engaged.