Global Program Manager at Braze

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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 Wave™: 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 DOThe 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

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • AfterEffectsDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • MarketoLead Gen

Location

Easily accessible from Penn Station and Hudson Yards.

An Insider's view of Braze

What are some social events your company does?

Every month, a different department hosts a social event - this provides a great opportunity to get to know and collaborate with people across teams. In addition to broader team social events, we also host a quarterly team outing where we do team building activities and socialize outside the office. It’s really fun!

Zana

Business Development Manager, East

How do you collaborate with other teams in the company?

I work closely with teams from across marketing, as well as from a variety of different departments—from customer success to product—to inform the content we create. Thankfully, the people at Braze aren’t just really smart; they’re also thoughtful and kind. That makes collaboration easier and something I look forward to every day.

Todd

Managing Editor, Content Marketing

How would you describe the company’s work-life balance?

At Braze, we refer to work-life balance as work-life harmony -- and we strongly value it. Our flexible paid-time-off policy gives team members the ability to take time off in the way that suits them best.

Andrew

Senior Manager, People Relations

What are Braze Perks + Benefits

Braze Benefits Overview

Our health, dental, and vision plans are among the best out there — a happy team member is a healthy one. Our flexible time-off policy lets you balance your work and life in the way that suits you best, and includes paid parental leave. Globally, we support you as you plan for your future, through regionally tailored programs like 401(k) matching through Betterment in the US. When it comes to snacks in the office, we've got you covered — and lunch is on us every single day. When it comes to engaging in the community, we take it seriously. Each year we send team members to conferences around the world to engage with the developer community and learn the latest and greatest updates in all of the technologies we use. And lastly, we support your professional growth through formal career pathing, the Braze University learning platform, and ongoing enablement to foster success. Want more? Further your education with tuition reimbursement.

Culture
Volunteer in local community
In addition to volunteering in our communities globally, our Braze Cares program focuses on charitable giving. Employees can curate donation funds to support causes and Braze matches $100 per employee
Partners with Nonprofits
We have a partnership in NYC with New York Edge, a nonprofit bridging the opportunity gap among underserved students by providing programs to improve academic performance, health & wellness & more.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We have a number of ERGs to help enhance our employees' experience while working with us. Including [email protected], [email protected], Femmentor, Healthy Minds @ Braze, [email protected], [email protected], [email protected]
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend

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