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 as a Program Manager within the SaaS customer engagement space, want to play a significant role in shaping the future of the team and practice, and work 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
• You have the ability to challenge status-quo and identify opportunities for improvement, share the ideas with relevant parties and execute to drive change

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 Senior 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

• 2+ years leading complex enterprise / strategic programs and engagements as a Program Manager, PMO, Principal Project Manager or similar leading role
• 5+ 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) 
• SaaS, Mobile, Customer Engagement, Marketing Automation or Direct Marketing services delivery knowledge and domain experience
• 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

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