Technical Services Program Manager

About Boomi and What Makes Us Special
Are you ready to work on world-changing technologies? Today, organizations need to move with increased agility and insight to grow and thrive. Boomi is one of the hottest tech companies in the SaaS/Cloud industry, named a leader for eight years in a row in the Gartner Enterprise iPaaS Magic Quadrant, and recently recognized by Inc. Magazine as one of the best workplaces. Our award-winning, patented technology is transforming the world of integration by making enterprise-class integration technology accessible and affordable to companies of all sizes.
Boomi provides the foundation on which businesses can evolve and innovate. We help organizations connect everything and engage everywhere across any channel, device, or platform. More than 18,000 organizations are using Boomi to run better, faster, and smarter.
Working at Boomi means doing what you love. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big. If you are passionate about solving hard problems, enjoy working with world-class people, and developing cutting-edge technology, we want to talk to you.
Join us as a Services Program Manager on our Technical Advisory Services team in North America to do the best work of your career and make a profound social impact.
What you'll achieve
As a Technical Services Program Manager, you'll help empower and enable the service delivery teams, ensure delivery excellence, engage in service offer governance, and be a stakeholder in the offer lifecycle process. This role will require you to deeply partner with the business (Sales, Marketing, Product, Support, Services) and our customers to develop and enable our post sales technical services to drive CE/CX and customer stickiness.
You will:

• Develop post-sales perpetual services strategy and roadmap
• Execute strategy and ensure service delivery exceeds business metrics and KPIs
• Partner with sales to research and propose service iterations and/or new services to address any opportunities
• Develop delivery and continuity playbooks to support growth and scale
• Build and maintain business processes and procedures to track and manage customer accounts, health, deliverables and feedback
• Identify and develop plans to improve scalability through process improvements and automation investments
• Partner with PSO and Customer Success leaders to develop and maintain optimal customer onboarding and co-delivery strategies
• Create and present project status reports that provide visibility into the health and activity of programs
• Positively guide and advise teams through program challenges
• Keep the team productive and organized by building consensus, knocking down barriers, and managing to an aggressive, yet realistic schedule
• Anticipate what might fall through the cracks and employ a proactive approach to ensure things run smoothly and productively
• Proactively highlight and resolve risks and issues and clearly communicate those risks to stakeholders
• Conduct program governance and effective change management
• Lead efforts to resolve program issues, escalations, and prioritization conflicts by establishing clear decision points and resolution paths

Take the first step towards your dream career with Boomi
Essential Requirements

• Bachelor's degree in business, computer science, or related field
• Minimum of 6+ years of technical program management experience, preferably in a matrix and agile environment; SaaS experience is a plus
• Extensive experience developing and executing post-sales service strategies
• PMI, PMP, and ITIL certifications are a plus
• Adept at effective stakeholder, risk, and communication management
• Working knowledge of JIRA/Confluence, Google Apps, and MS Office

Desirable Skills & Experience

• Strong interpersonal skills and an outcome-based approach to collaboration
• Highly comfortable in facilitating the healthy debate of ideas
• Lead by example and manage cross-functional programs through a positive, fact-based approach
• Solve complex problems with tenacity and collaboration
• Proficiency in adapting to change and ability to manage multiple projects concurrently
• Ability to establish credibility and rapport with senior executives, technical and nontechnical team members alike
• A service-oriented mindset who "Thinks Customer"

At Boomi we show up for each other with empathy, compassion, and purpose because, at Boomi, we win as one--that's why we strive to integrate more diverse voices for a stronger and smarter team.
Boomi is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Boomi are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Boomi will not tolerate discrimination or harassment based on any of these characteristics. Boomi encourages applicants of all ages.
Boomi is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.