Senior Program Manager at ServiceSource
Nashville, TN, US

The Senior Program Manager will be responsible for aligning our global programs, strategically leading cross-regional and cross-functional tactical production projects, improving critical processes and interacting with the client/stakeholder to assess, identify, and solve for health risk drivers in order to achieve customer retention and expansion. This is also a tactical production project management role with a heavy focus on complex global cross-functional collaboration, regional calibration, and process improvement through alignment, teamwork, organization, and data analysis.

Essential Functions - Duties and Responsibilities

• Partner with cross functional teams to assess and identify client health risk drivers, propose corrective action plans • Partner with cross functional teams to develop and maintain strategic roadmaps to drive customer retention and expansion • Plan and strategically lead high-impact initiatives to improve scaled sales efficiency and effectiveness • Continually assess operational risks and leverage the operational understanding of client/stakeholder processes to develop and implement corrective action plans globally • Build a culture of globally consistent best practices through continuous improvement by actively collecting feedback through various methods, evaluating efficiencies and recommending changes to optimize sales delivery • Leverage strong interpersonal skills to establish trusted advisor relationships with clients • Acts as client champion and facilitate timely resolution of client issues, leveraging resources from across the company as needed • Lead expansion and efficiency projects including change requests • Oversee development and maintenance of knowledge assets to drive repeatability and rapid adoption of optimal processes • Provides guidance and mentorship to more junior program managers


Required Qualifications • Thorough understanding of Business to Business selling process (HPS) • Strong experience managing complex global cross-functional projects and stakeholders, powered by data-driven insight. Complexity can vary based on several factors such as size, scope, number of geographies, variables or dynamics of customer and/or project • Self-motivated with a strong affinity for vision setting, strategic problem solving and driving action • Expert persuasive written and verbal communication skills across diverse functions and teams, especially with customers • Strong experience with strategic large-scale process optimization, program management, customer support strategy or quality assurance • 6+ years of related experience to reflect skills and talent necessary for this role preferred (sales, presales or sales training) • Excellent decision-making, consensus building and conflict management skills • Ability to work with minimal guidance under pressure, highly adaptable, customer facing and well organized. • Excellent organizational skills with close attention to detail • Ability to strategically prioritize large scale initiatives to align with ROI and account impact

Preferred Qualifications

5+ years in a Business Analyst, Solution Architect, Project Management or Program Management role • PMP Certified • Bachelor’s Degree/Diploma, or the equivalent


Please select a proficiency level for each of the defined company competencies: Personal Leadership • Accountability Expert • Effective Communication Competent • Resilience, Curiosity & Adaptability Competent • Integrity Expert Collaboration • Coachability Expert • Diversity and Inclusion Expert • Team Player Expert • Emotional Intelligence Competent Growth • Critical Thinking Expert • Customer Focus Competent • Diagnostic Information Gathering Expert • Initiative Competent • Manage Execution Competent • Business Acumen Competent

Supervisory Responsibility

Provide direct reports by roles or teams, if any, and the level of supervision – select from below: This position has no supervisory responsibilities.


Define the expected percentage of travel time expected for the position – options are: 0-25% travel.

Work Environment

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, etc.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is should be able to do or have the following: • Ability to lift and carry 25 pounds; • Sufficient clarity of speech and hearing or other communication capabilities, which permits employee to communicate effectively; • Sufficient manual dexterity, which permit the employee to perform routine office duties; and Sufficient personal mobility and physical reflexes to perform office duties and travel when necessary to off-site locations

**All the above physical requirements to be met with or without reasonable accommodation.

This job description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.