Program Manager

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

WalkMe is seeking a Program Manager, Digital Success with a strategic approach and a passion for customer success. The successful candidate will be responsible for developing and implementing digital-first programs aimed at enhancing customer experience and satisfaction. The ideal candidate is a builder that enjoys solving problems with an innovative approach, defining and leading strategy across a matrixed organization with strong cross-functional working relationships, and owning the creation and implementation of digital programs.

What You'll Own

• Establish a vision and develop a roadmap for digital success initiatives, designed to improve the digital-led and self-serve scaled customer experience.
• Be responsible for multiple complex global customer journeys across regions, including multi-product customers, varied personas, and customer journey stages.
• Lead the strategy and design of best-in-class digital-first programs using customer journey mapping and data to deliver the right content, to the right person, at the right time.
• Collaborate cross-functionally to develop innovative and creative ways of engaging with our customers in order for them to achieve their expected business outcomes.
• Build, maintain and monitor strategic programs across the customer journey, analyze program impacts and make recommendations for course corrections.
• Measure and report on overall program performance and business impact, such as customer satisfaction, to inform iteration and future innovation.
• Project manage key initiatives from conceptualization to implementation.

What You Need to Succeed

• 5+ years of direct experience in SaaS Customer Success or Customer Experience program management.
• 3+ years of hands-on experience building digital first, omni-channel programs with a consistent track record of improved customer adoption, health and retention.
• A balanced background of strategic approach and tactical execution in an agile environment.
• Experience establishing digital and scaled engagement models within Customer Experience, Customer Success, or Support.
• Expertise identifying trends through data analysis and turning insights into actionable outcomes.
• Excellent communication skills (verbal and written) with an ability to communicate at all levels, raise program issues, and mitigate project risks.
• Experience working with customer success and analytics tools like Gainsight Journey Orchestrator, Salesforce, Tableau and others. (Others like Outreach, Pardot)
• Proven track record crafting compelling and impactful customer engagements.
• Understanding of SaaS-based business models.
• Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance; SQL experience is a plus.
• Experience working with marketing operations teams or marketing automation tools is a plus.

What Sets Us Apart

• At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
• We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.
• Flexible Work Arrangements: We offer remote/hybrid and flexible hours to help manage work commitments and personal life effectively.
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
• Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
• WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
• WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
• Join our dynamic team and contribute to the success of our products by providing users with an exceptional experience through WalkMe. If you are passionate about enhancing user experience and have a keen eye for detail, we would love to hear from you.

Our job titles may span more than one career level. The starting OTE for this role is between $100,000 and $140,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.

TO ALL RECRUITMENT AGENCIES:

WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.