Customer Programs Lead

As a Customer Programs Lead at Sierra, your primary responsibilities will include serving as a vital link between our executive team and customers. You'll be embedded in sales processes, standardizing executive engagement and ensuring timely follow-ups. Your role will also involve collaborating with our investors and advisors to facilitate introductions, and analyzing messaging strategies across different customer segments to refine our overarching marketing efforts.

To qualify for the Customer Programs Lead role at Sierra, you'll need 5 to 7 years of experience in GTM operations, particularly in executive business operations at a tech company or consulting firm. A strong background in negotiating customer partnerships and navigating complex sales cycles is essential. Ideally, you should possess a degree in Business Administration, Finance, or a related field or have equivalent professional experience.

Sierra’s culture, guided by values such as trust, customer obsession, and craftsmanship, deeply influences the Customer Programs Lead role. You will be expected to build trust with clients, showcase craftsmanship in your work, and maintain a customer-focused approach. These values will shape your interactions, decision-making, and strategy development, ensuring that you contribute to a positive organizational culture.

At Sierra, the Customer Programs Lead role offers significant career growth opportunities with the potential to progress into senior leadership positions within customer operations or strategy. You’ll gain invaluable experience collaborating with executives and working on high-impact projects, paving the way for future advancement within the company as our team continues to expand.

The work environment at Sierra is dynamic and collaborative, focused on innovation and transforming AI technology. Being primarily in-person in beautiful San Francisco, you'll find a supportive atmosphere where your ideas are valued. We foster a family-like culture that prioritizes work-life balance, encourages creativity, and thrives on strong relationships with customers and colleagues alike.

In my approach, I prioritize building strong relationships with all stakeholders by establishing regular check-ins and transparent channels of communication. I focus on actively listening to their needs and concerns, creating tailored strategies that reinforce collaboration and understanding among different teams.

I once negotiated a strategic partnership for a software product where both parties had differing goals. By facilitating open communication and understanding each side's objectives, I was able to identify common ground that resulted in a mutually beneficial agreement, ultimately driving substantial revenue for both organizations.

I have extensive experience developing GTM strategies by first analyzing market data and customer insights. This data-driven approach allows me to identify the most effective messaging and tactics for different segments, ensuring our marketing efforts are impactful and resonate with our target audience.

When facing challenges during sales cycles, I address them by reassessing our strategy and proactively engaging with involved parties to find solutions. I focus on maintaining flexibility and adapting our approach based on feedback from sales teams while ensuring alignment with the customer’s expectations.

I would advocate for regular customer engagement sessions, where team members share customer feedback and collaborate to refine our approach. By embedding customer insights into our workflows and celebrating successes that stem from customer-centric initiatives, I would cultivate a culture that prioritizes customer satisfaction.

I develop comprehensive engagement guidelines that outline how executives should interact with customers, including messaging templates, key talking points, and follow-up protocols. Additionally, I conduct training sessions to ensure executives are well-equipped to engage effectively and consistently with customers.

I prioritize tasks by assessing their impact on both short-term objectives and long-term goals. I utilize project management tools to visualize pending work and stakeholder needs, ensuring that I allocate my time effectively to meet the demands of both sales and executive teams.

I regularly engage with industry publications, attend relevant conferences, and network with peers to stay updated on trends affecting customer partnerships. Additionally, I analyze competitor activities and market shifts to proactively adapt our strategies and maintain our competitive advantage.

Customer feedback is crucial to my approach; I view it as a valuable resource for improvement. I actively solicit feedback after engagement and use the insights to refine processes, enhance messaging strategies, and drive better outcomes for our customers.

Trust is foundational in customer relationships; it encourages open dialogue and collaboration. As a Customer Programs Lead, fostering trust not only strengthens my relationships with clients but also empowers our executives to engage more meaningfully, ultimately leading to stronger partnerships and better business outcomes.