Position overview: 

The Technical Program Manager role requires a deep understanding of the New Program system to enable proficient consultations for varying customer technical use cases, as well as enable a proactive approach to driving product adoption that fosters customer retention and growth. You will audit customer system usage/setup, track product needs across account cohorts, and provide expert guidance to ensure optimal product utilization. The Technical Program Manager team serves as the true voice of the customer to represent retained revenue feature/functionality needs to internal cross-departmental teams.

Key responsibilities: 

• Serve as a high-level expert of the new program product across all domains to a shared book of business with a group of CSMs

• Operate both reactively and proactively to answer customer technical questions and gather impactful product feedback to drive prioritization internally

• Proactively drive product adoption to increase product stickiness, showcased value to the customer, and overall customer success & satisfaction

• Audit customer system usage/setup and make recommendations for improvement

• Track product needs across account cohorts and provide expert guidance for optimal product utilization

• Represent retained revenue feature/functionality needs to internal teams as the voice of the customer

• Meet or exceed expectations in KPI attainment

• Schedule flexibility - Mandatory

Core competencies:

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Functional competencies:

• English B2 - Required

• Oral and written comprehension.

• Appropriate use of language.

• Technical Aptitude: A solid technical background and aptitude for understanding technical use cases within a complex SaaS environment.

• SaaS Product Prioritization: Experience working with Product organizations that are designing, building, and growing the platform you are working with customers within

• Vocalizing feature requests, providing tangible feedback to technical teams,  advocating for prioritizing impactful releases, etc.

• Proactive Approach: Initiative to drive product adoption, improve customer configuration/understanding of platform, and collect meaningful product feedback

• Problem-Solving: Excellent problem-solving skills are necessary for auditing customer system usage/setup and providing optimal solutions.

• Communication: Strong communication and presentation skills are important for the voice of the customer to effectively convey complex technical information to clients and internal teams

• Technical Aptitude: A solid technical background and aptitude for understanding technical use cases within a complex SaaS environment.

• Accounting Knowledge: An understanding of basic trust accounting and experience working with balancing ledgers, reporting, and bank reconciliations

• Market Knowledge: An understanding of the short term rental market, OTA landscape, and property management software marketplace (competitors, partners, etc.)

Qualifications:

• Degree in a STEM field(Science, Technology, Engineering, Mathematics) or relevant technical work experience.

• Minimum of 2 years of technical experience within the SaaS software industry or in a technology-driven environment

• Demonstrated problem-solving skills and creative thinking

• Strong communication and presentation skills

• Ability to work independently and collaborate with cross-functional teams

• Analytical Skills: The ability to analyze data and track product needs across account cohorts.