About This Team:
Do you thrive in a startup vibe? Were you built for a small, nimble and dynamic team that's ready to win? If you answered yes, we want to talk to you! ShareFile, part of Cloud Software Group, is a business where we see the highest growth potential and we are building a team to capture it!
As the Voice of the Customer Program Lead for ShareFile, you will be shaping how our business enhances both our internal and external customers’ experiences. Your goal is to help prioritize & manage strategic cross functional initiatives to support systems and process changes to drive positive business outcomes in support of double-digit growth on a $200M+ business.
Job Description/Responsibilities:
- Designs and establishes framework for data collection and analysis of both external and internal inputs and metrics. Optimizes data collection and effectiveness of collection methods from listening posts while considering customer experience with regards to the collection process.
- Works with our Strategic Project Delivery function to assess and prioritize our project backlog and propose projects for initiation across the business unit, spanning from Go To Market, Customer Experience & Operations, Product & Technology, G&A and IT.
- Has overall responsibility to cultivate the complete backlog, ensuring backlog items remain relevant and can be measured.
- Partners with the Analytics team to define measurements needed to assess items in the project backlog. Responsible for ensuring items in the backlog can be measured where possible to use that as a key input for backlog prioritization.
- Responsible for ensuring internal and external stakeholders have visibility into initiative progress and performance against expected outcomes as projects are executed.
- Provides mentorship and guidance to Program Analysts responsible for business relationships with department leaders and managing backlog items
- Typically responsible for managing large, complex project initiatives of strategic importance to the organization, involving large cross-functional teams.
- Responsible for improving upon existing processes and systems using significant conceptualizing, reasoning and interpretation.
- Partners with business and technical teams in support of delivering enhancements across processes, product, and CRM and supporting systems. Systems are inclusive of our Digital Experience Platform, Salesforce, SAP and integration tools.
- Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.
- Requires ability to communicate with executive leadership regarding matters of significant importance to the organization. Communicates effectively with leadership and sets expectations accordingly.
- Communicates with parties within and outside of own job function, and may have responsibilities for communicating with parties external to the organization, which may include customers or vendors.
- Provides measurable input into new products, processes, standards and/or operational plans that will have some impact on the achievement of overall function results.
- Partners with our stakeholders understand Use Cases and challenges; recommends solutions and works with appropriate project teams to define solutions
- Represents customer needs in cross functional meetings in support of solution design, testing, and feedback
Required Experience/Skills:
- Requires mastery level knowledge program management and technical project management
- Typically requires a University Degree or equivalent experience and minimum 12 years of prior relevant experience; or Master’s degree with 8 years; or PhD with 5 years of experience.
- Strong experience in data analysis & reporting
- Leadership experience; experience providing guidance and feedback to others
- Working experience with Salesforce Sales Cloud and/or Service Cloud, financial systems such as SAP, Oracle and Marketing Automation platforms
- Excellent communication, documentation, and presentation skills required
Your Superhero Strengths Include:
- Sharp attention to detail and accuracy in communications
- Startup mindset – highly passionate, team player, high sense of urgency, willingness to roll up sleeves and ability to deal with ambiguity in a fast-paced business
- Ability to manage multiple priorities and meet deadlines
- Lens for continuous optimization, automation to drive efficiency, scale, and accuracy
- Strong technical skills with continuous learning mindset to develop a deeper understanding of the business
- Strong ability to distinguish between noise and initiatives requiring consideration for prioritization
- PMP certification a plus
About Us:
Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.
If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749 or email us at AskHR@cloud.com for assistance.