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  • Technical Program Manager (customer Success)

Technical Program Manager (customer Success)

Operations · Mexico City, Mexico

Job description

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.
 
Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.

Position Summary

As a Technical Program Manager for Customer Adoption at Harness, you will further our mission by driving onboarding and adoption of Harness products with our customers. You will partner with Product, Engineering, Sales, and Marketing teams to create and operationalize efficient onboarding processes, track customer progress, escalate and prioritize feature requests and blockers and provide in-depth reporting on the overall progress and impact of the program. You will be involved in collecting requirements from the pre-sales team and customers, coming up with onboarding plans and track adoption milestones with customers, connecting them with relevant subject matter experts and Product Managers to unblock and de-risk the projects.

About the role

  • Develop and manage end-to-end technical onboarding projects with customers to drive adoption of Harness products.
  • Manage and own process, working with multiple stakeholders internally and externally,  and representing the customer point of view within the engineering organization.
  • Manage and own end-to-end customer escalations, from tracking, prioritization to customer communication and feedback.
  • Drive and influence technical and product strategy cross functionally that will help reduce complexity of onboarding projects and reduce customer cycle time.
  • Design measurements to track impact and drive internal and external process improvements.
  • Articulate the technology, requirements, goals, and milestones of your team.
  • Help drive product decisions to align with higher company initiatives

About you

  • B.S. in Computer Science or a related technical discipline, or equivalent experience.
  • 5+ years of software engineering or systems engineering and/or in technical product/program management experience.
  • Experience driving and delivering complex SaaS software from inception to delivery.
  • Proficient in project management and issue tracking tools like Jira.
  • Experience interacting with external customers and driving programs with customer teams.
  • Knowledge of user needs, gathering requirements, and defining the scope.
  • Experience operating autonomously across multiple teams and functions demonstrated critical thinking and thought leadership.
  • Organizational, coordination, and multi-tasking experience.
  • Analytical and problem-solving experience.
  • Experience establishing work relationships across multi-disciplinary teams in a different timezone
  • Experience with CI/CD pipelines is a plus

Work Location

Mexico City - Remote

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