Senior Program Manager - Enterprise Program Success

Upwork ($UPWK) is the world's work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.
Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.
The Upwork Sales team brings our flexible talent solutions to large enterprises with an incredible platform. Within the Sales function is an enterprise success services team (professional services). This team currently consists of a solution architecture team (pre-sales) and an enterprise program success team (post-sales). As a Senior Program Manager for Enterprise Program Success, you will be responsible for customer enablement, expansion, and product adoption.. You will drive the customer experience by guiding users through the movement from understanding their current way to a new talent strategy utilizing Upwork from initial onboarding to ongoing expansion while ensuring our clients achieve value every step of the way.
Your Responsibilities:

• Act as the initial point of contact for customer challenges to evaluate and triage to expert teams such as product, billing, compliance, and talent.
• Collaborate with product on the research, requirements gathering, and QA phases to provide customer insights.
• Prepare enablement and go-to-market release collateral that will be used to educate clients and Sales teams.
• Showcase new product features to clients and drive enablement.
• Partner closely with Sales to launch new clients from stakeholder alignment, identify success metrics, educate new users, track against outlined goals.
• Manage a portfolio of existing accounts to maintain client success metrics and collaborate with Sales to drive expansion efforts
• Develop positive working relationships with client champions and hiring managers to drive user adoption and retention by regularly delivering business results.
• Maintain an understanding of the Enterprise product in order to educate users and drive adoption.

What it takes to catch our eye:

• Experience working with sales teams to expand accounts
• Experience understanding workflows and connectedness between product and output
• Confident leading internal and external meetings and establishing relationships with cross-functional teams.
• You have successfully led high-volume accounts and thrive in an environment where you can prioritize solving complex issues
• You are data-driven and solutions-oriented to help effectively tackle problems both internally and externally
• Experience within the HCM or staffing industry
• Ability to interact and collaborate with key partners within the organization

Come change how the world works.
At Upwork, you'll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees.
Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. And oh yeah, we've also got amazing benefits - including medical insurance for you and your family, unlimited PTO, 401(k) with matching, 12 weeks of paid parental leave, and a generous Employee Stock Purchase Plan. Check out our Life at Upwork page to learn more about our benefits and the employee experience.
Check out our Life at Upwork page to learn more about the employee experience.
Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.