Customer Experience, Program Manager
The Customer Experience, Program Manager is responsible for leading and owning the end-to-end lifecycle of live customer learning events within the Customer Learning Experience (CLX) team, including financial forecasting, scalability planning and competitor analysis. This is a perfect role for someone who loves to have accountability for project success, deliverables, and financial goals. You will work closely with CLX and Deltek SME/Instructors and Curriculum Managers to plan the events, taking into account hot industry topics and customer requests, and partner with the Marketing team to promote them.
The ideal candidate for this role will have an innovative mindset, and strong stakeholder management, project management and customer service skills.
Responsibilities include:
- Annual revenue forecasting, live event research and planning
- Own and run the Pre-Conference Workshop (PCW) program at Deltek’s annual customer conference
- Close collaboration with CLX and Deltek SME/Instructors to plan training events
- Partner with the Marketing team to promote the training events
- Collaborate with the CLX Learning Solutions team on event logistics
- Manage the platform used to host Deltek product environments for training
- Manage live event customer queries and feedback
- Manage vendors or suppliers for any in-person events
- Manage any additional ad hoc live learning events required by the business
- Manage the virtual live class schedule on the Learning Management System
- Serve as a point of contact with national certification boards
- Own and maintain live training event playbooks
Qualifications
To succeed in this role, we anticipate you will have worked in a marketing or live event management role for 8+ years with relevant industry experience in training planning and delivery management. We would additionally love to see the following:
- Experience in the Learning & Development sector
- Experience working with various platforms used to book and deliver training
- Ability to drive change management ideas and experience to increase program success
- Passion for presenting, training, and teaching, with a strong work ethic and positive attitude
- Analytical thinker with solid communication and collaboration skills
- Results-driven and goal-oriented
- Strong customer focus
- Excellent organizational skills
Travel Requirements
10-20%
Travel Requirements
20%