Program Manager - Enterprise Program Success
Upwork ($UPWK) is the leading tech solution for companies looking to hire the best talent, maintain flexibility, and get more done. We’re passionate about our mission to create economic opportunities so people have better lives. Every year, more than $2 billion of work is done through Upwork by skilled professionals who want the freedom of working anytime, anywhere. Top companies connecting with extraordinary talent around the globe? Upwork is how.
At Upwork our Customer Success team is responsible for guiding our Enterprise users to desired results, regular engagement, and adoption of our tools and resources. The talent programs within our small-to-medium sized (SMB) enterprises will be looking to you for strategy, support, best practices for success, and a delightful experience every step of the way!
Your Responsibilities:
- Partner closely with Sales to launch new clients and manage a portfolio of existing business to ensure clients are receiving the maximum value and realizing overall success of their talent programs.
- Develop positive working relationships with client champions and hiring managers to educate, drive adoption and regularly deliver business results.
- Collaborate with the Sales, Operations, and Solutions teams to architect premier talent programs and standard operating procedures.
- Maintain a deep understanding of the Enterprise product in order to educate users and drive adoption.
- Identify, research and triage program operational issues related to service fulfillment, product concerns, compliance, reporting and billing within outlined SLAs.
- Develop strong internal partnerships with cross functional teams - Sales, Product, Billing, Analytics, Solutions, Legal.
- Consistently insert yourself into our innovative process, from product to process, we're always looking to improve.
What it takes to catch our eye:
- 3+ years meaningful Account Management experience - SaaS, recruiting/staffing, or contingent workforce program (MSP) experience is a plus.
- Consistent track record of results at fast-growing companies.
- Ability to self-manage book and priorities.
- Time management excellence.
- Great teammate with strong communication skills.
- Outstanding organizational skills and multitasking abilities that allow you to complete a project from planning to full completion.
How to really knock our socks off:
- 3+ years experience managing enterprise level clients.
- Experience with independent contractor compliance issues.
- Experience working directly with hiring managers and contingent workers to resolve issues in the source to pay lifecycle.
- Excellent troubleshooting skills with an emphasis on task quality (thorough, meticulous, accountable).
- Strong abilities with Excel and Google Apps, specifically analyzing and crafting ad-hoc reports using pivot tables or macros is a plus.
Come change how the world works.
At Upwork, you’ll shape talent solutions for how the world works today. Whether you’re working from our offices in San Francisco, Santa Clara, and Chicago or are part of our globally distributed team, we’re working together to create exciting remote work opportunities for a global community of professionals. Our vibrant culture is built on a common mission and shared values. As we create economic opportunities so that people have better lives, our employees build amazing teams, put our community first and have a bias towards action. We encourage team Upwork to bring their whole selves to work through learning and development opportunities, mentorship, and employee resource groups. All that and amazing benefits too? We’ve got you covered (especially with our company favorite, Work Online Wednesdays). 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.