Senior Technical Program Manager, Support

The Technical Program Manager is a vital member of our rapidly expanding Support Programs team. We are seeking a candidate with a strong program management background, exceptional communication skills, and experience navigating complex, cross-functional, and fast-paced environments. The Technical Program Manager, Support reports to the Senior Director, Global Support and will be responsible for planning and managing the support programs that enable Exabeam to provide an efficient and world-class customer experience. This role is a critical component of Exabeam's overall Support enablement strategy, and working to empower our technical support experts.

This role requires expertise in project management best practices to design, lead and successfully deliver strategic projects that meet stakeholder requirements within schedule and budget. The Technical Program Manager excels in cross-functional communications and collaboration with business and technical partners and executive leadership teams.

Responsibilities:

• Lead and manage Support Programs to ensure best-in-class customer experience.
• Plan and understand requirements with internal users and deliver business outcomes.
• Communicate project status to internal and cross-functional stakeholders and prepare formal report-out communications.
• Refine best practices for efficient and scalable end-to-end frameworks.
• Build and maintain strong relationships within Support and cross-functional teams.
• Partner with Enablement teams to deliver training and knowledge transfer to Technical Support Engineers.
• Review, prioritize, and track progress of new feature requests and maintain a visible roadmap.
• Monitor post-launch impact to assess effectiveness of support diagnostics and satisfaction with Support's troubleshooting experience.
• Apply knowledge of technical support, data analytics, processes and systems, and quality improvement to support overall customer experience.
• Facilitate and drive meetings with all stakeholders.
• Actively participate with business units to provide an overview of the customer experience space.
• Coordinate operational cadence activities across the Support leadership team.
• Work directly with leaders and technical partners to analyze business needs of prioritized key projects and initiatives.
• Translate needs into comprehensive, accurate business requirements.
• Must be highly organized, skilled with communication, and capable of supporting multiple projects at the same time.
• Conduct project management working sessions, including project planning and/or daily stand-ups.
• Maintain a deep, technical end-to-end understanding of the solution being built, its upstream and downstream dependencies and impacts, and critical changes needed to support the initiative.
• Build detailed program status reports including executive-level presentations that can be consumed at various levels of the organization.

Preferred Experience:

• Minimum of a bachelor's degree in computer science or business or equivalent work experience.
• 10+ years of direct customer support and/or release readiness experience preferably in SaaS, PaaS, and IaaS environments.
• 10+ years experience in technical program management and project management.
• Able to own and drive key projects to completion and deliver business outcomes.
• Outstanding problem-solver, negotiator, diversity advocate, and relationship-builder.
• Strong technical background; able to grasp and convey highly technical subject matter.
• Excellent presentation and communications skills, both written and verbal, in a global environment.
• Excellent time management skills with the ability to coordinate and prioritize effectively.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually-beneficial solutions.
• Understanding of Cybersecurity or SIEM fundamentals and concepts.
• Excellent team player, able to work with virtual and global cross-functional teams.
• Able to work in a dynamic, ever changing environment with a sense of urgency

Why Exabeam:

• Medical, Dental, Vision benefits
• FSA/HSA options
• Generous PTO and Holidays
• Parental leave
• Remote/Hybrid friendly environment
• SoFi refinancing and loan options

Base Pay Range:

$148,000 - $185,000

• Range is reflective of base pay only
• Does not include variable pay
• Base pay is dependent on experience and may vary based on geography