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Senior Program Manager (US EST work hours)

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries— a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

  • Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
  • Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
  • Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
  • Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
  • Better together: We check our egos at the door. We work together, so we win together. 

Job Description

What We Need:

We are looking for a Program Manager who will play a vital role in our customers’ success, embody excellent customer service, and set the bar in relationship management and strategic program design.  This role sits at the heart of our relationship with customers, managing the daily interactions that result in trust and true partnership, and delivering business value through our suite of products and services.

At the highest level, the Program Manager uses technology to solve business challenges, leads the implementation of solutions and programs that deliver business value, advocates for customers’ success, and evangelizes our products and services.

As a Program Manager with Forsta, you will;

  • Immerse yourself in the client’s business - understand their unique challenges, business and program objectives, and success measures
  • Collaborate with clients, partners, and cross-functional teams to gather requirements, prepare budgets, develop project plans, and manage the delivery process
  • Own delivery process, ensuring accurate, on time, profitable delivery of solutions and programs that delight clients and lead to growth over time
  • Provide a single point of contact for clients, team members, and partners throughout delivery
  • Champion our products – leverage the latest Forsta tools, features, and functionality to meet customers’ needs
  • Build deep client relationships to support customer success and account growth
  • Inform clients, commercial leads, and management of progress, risks, and growth opportunities
  • Advocate for clients internally with regard to product ease of use, user experience and design, new features and functionality to bring the voice of the customer to Product and R&D

Responsibilities:

  • Present information clearly and confidently to clients and stakeholders within and outside the organization
  • Demonstrate competence and confidence with the full VOC/E product and services suite, including those available through our partner networks
  • Ability to think creatively about solving client issues or concerns to improve program outcomes, and deliver value; works effectively with varying degrees of ambiguity
  • Effectively troubleshoot basic technical issues and translates technical jargon to business language for client contacts
  • Provide guidance and best practice for use of the platform to achieve program objectives over time
  • Identify potential risks and opportunities within assigned accounts to support retention and growth
  • Implement projects on existing client accounts and lead new client implementations on small, mid-market, and large accounts
  • Play an active, visible role in account planning on assigned book of business; support design, development, planning, and execution of strategic roadmaps for clients
  • Support RFPs and other pre-sales activities as part of new client acquisition under the direction of Principal PM or Director
  • Lead internal initiatives designed to improve the customer experience with Professional Services or the products and services we offer
  • Participate in the training and onboarding of new/junior team members on assigned work

Qualifications

  • Bachelor’s degree 
  • 5+ Years’ of Market Research project management experience.  
  • 8+ Years’ of project management experience 
  • Experience working in the Panel Field Management or Advertising industry is a plus 
  • Previous experience working with Forsta Surveys platform is a plus 
  • Account/Project Management experience is a plus 
  • Salesforce, Teamwork, Jira, Slack experience is a plus 
  • Professional demeanor, excellent written, and oral communication skills 
  • Demonstrated track record of success in outstanding customer service 
  • Capable of developing/maintaining long-term business partnerships with clients 
  • Ability to multi-task and effectively manage all responsibilities attached 

About You:
You are a highly motivated individual that works well in a team environment yet can work autonomously and take individual initiative. You have exceptional time management and multi-tasking skills. You are detail-oriented and well organized. You are results oriented – a driver of projects, gets things done, with a “can-do” attitude.  

Please note that this position is required to work 4PM - 1AM EEST

Additional Information

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Average salary estimate

$80000 / YEARLY (est.)
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$70000K
$90000K

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What You Should Know About Senior Program Manager (US EST work hours), Press Ganey

As a Senior Program Manager at Forsta in Sofia, Bulgaria, you will find yourself at the heart of creating seamless experiences for our customers. Here, you won't just play a supporting role; you’ll lead the charge in ensuring our clients achieve their objectives through expert relationship management and strategic program design. Your day will kick off with diving deep into our clients' unique challenges and business goals—understanding what makes them tick is crucial! Collaborating with various stakeholders, you’ll gather requirements and craft detailed project plans that guide the delivery process. Owning the full delivery lifecycle means you’ll make sure our solutions are rolled out accurately and on time, all while keeping profitability in check. Your knack for building strong relationships will help you provide a single point of contact for clients, ensuring they feel valued and heard throughout their journey with us. You'll be championing our innovative Forsta tools to deliver real value, identifying growth opportunities, and advocating for clients' needs. With 5+ years of market research project management experience and a passion for tech-driven solutions, you'll be the key player in transforming insights into actions that propel businesses forward. We thrive on collaboration, so whether it’s leading internal improvements or training new team members, your commitment to continuous learning will resonate throughout the company. If you’ve got the expertise and a “can-do” spirit, you’ll fit right in at Forsta, where every day is propelled by a dedication to the best human experiences.

Frequently Asked Questions (FAQs) for Senior Program Manager (US EST work hours) Role at Press Ganey
What are the primary responsibilities of a Senior Program Manager at Forsta?

The primary responsibilities of a Senior Program Manager at Forsta include managing client relationships, leading the implementation of solutions, and ensuring the profitable delivery of products and services. You'll work closely with clients to understand their business goals, gather requirements, and develop project plans. Additionally, you'll advocate for clients' needs internally and support the onboarding of new team members.

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What qualifications do I need to apply for the Senior Program Manager position at Forsta?

To qualify for the Senior Program Manager position at Forsta, applicants should have a Bachelor's degree and at least 5 years of market research project management experience, along with 8+ years of project management experience. Experience in Panel Field Management or the advertising industry and familiarity with Forsta's Surveys platform is a plus, alongside a professional demeanor and excellent communication skills.

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How does Forsta define success for the Senior Program Manager role?

At Forsta, success for the Senior Program Manager role is defined by your ability to build deep client relationships, deliver projects on time and within budget, and foster customer satisfaction that leads to account growth. Your capacity to navigate challenges creatively and effectively communicates progress and risks to all stakeholders is also a key indicator of success.

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What soft skills are important for a Senior Program Manager at Forsta?

Soft skills essential for a Senior Program Manager at Forsta include strong interpersonal and communication skills, attention to detail, and effective time management. The ability to work well in a team environment while also being self-motivated is crucial. Additionally, problem-solving skills and a positive, results-oriented attitude will make you stand out.

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What is the work environment like for a Senior Program Manager at Forsta?

The work environment for a Senior Program Manager at Forsta is collaborative and inclusive. With a focus on team efforts and continuous learning, you will have the opportunity to contribute to innovative solutions while building strong relationships with both clients and internal teams. The company values every team member's voice and encourages a proactive approach to project management.

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Common Interview Questions for Senior Program Manager (US EST work hours)
Can you describe your experience managing projects similar to the one you’d handle as a Senior Program Manager at Forsta?

When asked about your experience, provide specific examples of previous projects you've managed that highlight your role in developing project plans, gathering client requirements, and successfully delivering solutions. Mention results such as improved client satisfaction or successful account growth that resulted from your management.

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How do you prioritize tasks when managing multiple projects as a Senior Program Manager?

In your response, discuss your method for prioritizing tasks, such as using project management tools, creating priority matrices, or regular team check-ins. Share how you balance urgent client needs with long-term project goals to ensure successful outcomes.

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What strategies do you use to build strong relationships with clients?

Highlight your strategies such as regular communications, understanding client needs deeply, consistency in delivery, and offering tailored solutions. Share instances where these strategies have helped you foster successful long-term partnerships.

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Describe a time when you encountered a challenge in a project. How did you resolve it?

Choose a specific challenge and walk through your thought process for resolving it—from identifying the problem, brainstorming solutions, and communicating with stakeholders. Focus on how the experience strengthened your project management skills.

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How do you ensure the team remains motivated and productive during a project?

Discuss your techniques for motivating teams, such as setting clear goals, recognizing individual contributions, providing regular feedback, and fostering a collaborative environment. Examples from the past will substantiate your points.

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What role do you think customer advocacy plays in the Senior Program Manager position?

Elaborate on the importance of customer advocacy in maintaining long-term partnerships, ensuring alignment with client goals, and promoting a product's success within their organization. A strong customer advocate can lead to significant business growth.

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How do you handle feedback, both positive and negative?

Express your belief in the value of feedback as a critical component of personal and professional growth. Share how you incorporate feedback into your work—whether it's improving processes or acknowledging strengths.

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What experience do you have with project management tools, and how do they benefit your work?

Mention specific tools you've used, like Salesforce, Jira, or Teamwork, and discuss how these tools enhance project visibility, streamline collaboration, and facilitate effective communication among teams and clients.

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Can you provide an example of how you've driven innovation in a past role?

Share a clear example that showcases your creativity in overcoming a challenge or improving a process. Outline how this innovation not only benefited the project outcomes but also added value to the client's experience.

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What do you find most rewarding about working in a client-facing role?

Speak to the joy of building relationships, seeing projects impact clients positively, and helping them achieve success. Emphasize how this alignment with client objectives gives you a sense of purpose and fulfillment in your work.

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DATE POSTED
December 16, 2024

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