Senior Technical Program Manager

About the Field Operations Team

Field Operations (in partnership with Field Engineering) is one-half of the professional services function within RelationalAI’s overarching Field team: 

 The Field professional services function focuses on the following:

1. Development and expansion of strong client relationships that utilize RelationalAI products to achieve our client’s business goals.
2. Delivery and deployment of RelationalAI products and workloads within our client’s businesses through an industry-leading technology delivery capability
3. Work with the RelationalAI product and R&D capabilities to align the go-to-market strategy with the product roadmap and capabilities
4. Provide feedback to the product, and R&D teams gathered from direct experience delivering the product in client environments.
5. Ensure profitable client revenue growth and product consumption within our client base.
6. Measure the impact of the product on technical organization with respect to cost, efficiencies, and evolvability.

The Field Operations team is responsible for the following:

1. Technical Program Management
2. Key Account Management
3. The ongoing supply and demand planning, staffing management, and financial management across RelationalAI’s complete portfolio of client relationships.

The Opportunity

A Technical Program Manager will provide strategic, delivery, and tactical leadership on complex, strategic accounts, establishing and maintaining trusted advisor status through high-impact client interaction, and be ultimately accountable for the successful delivery of your program of work, in line with RelationalAI values, and product realities and requirements.

What You Will Do

• Act as a trusted advisor to your client by building key relationships and understanding the market and trends that could impact them
• Oversee and lead a team on all aspects of a complex, strategic program of work
• Analyze new and complex program-related problems and create innovative solutions that normally involve the schedule, technology, methodology, tools, RAI (RelationalAI) product, solution components, and financial management of the program
• Collaborate with, coordinate and ensure consistency with the engagement’s subject matter experts, holding them accountable to their client and team commitments during complex, work directly with the RAI R&D teams to ensure issues are raised appropriately and promptly to enable the best possible response time and approach to resolution.
• Assess client needs and work with the team’s technology and account leaders to continue to evolve the account strategy and create any proactive proposals needed to deliver value to our client
• Speak to the value of our delivery and how it maps to client vision, goals, and initiatives - in alignment with RAI’s overall GTM strategy
• Continuously deliver undeniable value by ensuring the high performance of RAI teams on the account and proactively manage risk with the client
• Cultivate RAI team-member growth and development by encouraging feedback and fostering an inclusive, supportive team culture
• Continually refine our planning and execution processes, and measure their effectiveness to ensure they drive maximum impact
• Where appropriate, maintain healthy levels of client gross margin, ongoing financials, and travel leakage, as agreed with your account manager and/or Head of Field Operations
• Define and improve processes, metrics, tools, and governance to effectively meet customer needs while reducing toil for all stakeholders.
• In conjunction with the technical account lead, ensure security, privacy, and legal compliance across the account

Who You Are & What You Bring

• Proven ability to establish and maintain "C-Level" relationships (for engagement sizes in the range of $10M - $20M+ per year in revenue)
• At least 7+ years of experience leading and managing programs and/or projects, including mission-critical programs, IT systems implementation, solutions development
• Track record of managing large-scale, complex strategy and execution engagements with multiple workstreams, that could have spanned multiple offices, geographical locations, and functional and non-functional areas and programs.
• Have experience delivering platform or SaaS products to developer personas at enterprise companies.
• Thrive in situations where you are given little to no direction and have the ability to lead, organize and deliver commitments on time and within budget
• Resilient in ambiguous situations and can adapt your role in order to approach challenges from multiple perspectives. You don’t shy away from risks; instead, you take them on and skillfully manage them
• Empathy comes naturally, and you use it to build solid working relationships and resolve issues quickly and thoughtfully
• Experience with account and expectation management, third-party contractual agreements, client management & pre-sales, client reporting, and up-selling. Experience in delivering emerging products appreciated
• At least three (3) years of experience interfacing and presenting to C-level executives;
• Comfortable chairing meetings, conducting reports, acting as a trusted advisor to senior stakeholders, and keeping budgets in check
• Experience working with globally diverse partners and leading cross-functional teams
• Ability to build, nurture, and maintain relationships with all levels of the organization
• Ability to adapt and work across different cultures and with a variety of leaders from different backgrounds and experiences
• Experience with enterprise program management tools, methodologies, and practices.

Leadership Expectations

We expect Leaders at RelationalAI to embody these outcomes.

• Live our Purpose & Values: be a role model of our cultural values, protecting our uniqueness while helping RAI evolve.
• Take Risks: take pragmatic risks to help us innovate, learning as much from failure as from success.  Balance logic, experience & experimentation to test hypotheses and prototypes.
• Listen, then Speak: engage others by listening, being curious, and communicating clearly and openly. Influence rather than instruct, using authenticity rather than authority to build an inspirational environment to allow your team to thrive.

• Enable Autonomous Teams: create an environment of trust that enables teams to work effectively and collaborate within their team and with others. Foster global relationships have a strong sense of inclusivity, and a global first mentality, making it possible for everyone to achieve their goals.
• Get Results: drive towards impactful business outcomes, set clear expectations, and provide the space for creativity. Achieve results through leveraged leadership. Inspire and recognize teams to achieve sustained, tangible progress, & impactful objectives while holding both yourself & others accountable.
• Cultivate others & Yourself: take pride and care in intentionally growing every member of your teams through feedback and a personalized approach to cultivation, creating a feeling of safety, encouragement, and celebration. Be aware of your growth opportunities, and commit to your personal development. (see specific responsibilities in the Cultivate Talent section above.)