Tracxn - Customer Engagement - Program Manager (2-5 years)

We are looking for highly motivated and self-driven individuals to join us as Program Manager - Customer Engagement for our Business Strategy & Operations team. Over time, you will take ownership of multiple programs, overseeing their outcomes from ideation to implementation. Your responsibilities will include planning, execution, performance tracking, and iterating on different initiatives that provide value to our customers. You will collaborate closely with senior leadership and ensure high-quality delivery of projects and key business metrics.

Key Responsibilities:

1. Managing Customer Relationships

a. Customer engagement: Develop and implement strategies to build customer loyalty and satisfaction. This includes creating programs to attract new customers and upsell or cross-sell to existing ones.

b. Customer experience: Work with other departments to improve the customer experience. This includes gathering customer feedback, addressing concerns, and identifying opportunities for improvement.

c. Communication: Lead customer communications and ensure clear and proactive communication with clients.

d. Project management: Identify and manage projects that involve multiple departments. This includes defining scope, success criteria, and plans for execution.

e. Data analysis: Use data and analytics to track customer behavior and identify trends. This can help to optimize customer engagement and improve ROI.

f. Collaboration: Partner with other teams to deliver a unified customer experience. This can include working with Product, Engineering and Marketing teams.

2. Project Planning and Execution.

a. Manage daily operations to ensure smooth workflow and address any operational challenges promptly.

b. Execute end-to-end high-impact and high-visibility programs that deliver key value to
the customers

c. Experiment with new ideas and processes to further improve the existing business metrics and reduce system defects.

d. Continuously identify improvements and propose actionable solutions to enhance efficiency.

e. Provide clear SOPs and ensure team training is conducted effectively.

3. Manage Department Operations

a. Actively seek opportunities to automate routine processes to enhance productivity.

b. Analyze data and dive deep into processes to derive business-critical insights
c. Ensure compliance with SOPs while continuously seeking ways to improve.
d. Actively seek new ideas to streamline processes, reduce inefficiencies, and introduce automation wherever possible.
e. Establish operational procedures, ensuring accuracy, efficiency, and scalability.

4. Monitor Departmental Growth and Performance

a. Track & analyze Key Performance Indicators (KPIs) to assess department performance.

b. Own weekly/monthly reporting and set up MISes and reports to track performance.

c. Escalate issues related to non-compliance or quality concerns.

Basic Qualifications:

• 2-5 years of experience in Program Management, Business Strategy, or Operations.
  ● Proven ability to manage and optimize processes across multiple teams.
  ● Strong problem-solving skills with a focus on first-principles thinking.
• Ability to work closely with senior leaders to drive continuous improvement.
  ● Excellent communication skills and a team-oriented mindset.
• Experience defining program requirements & using data/metrics to determine improvements

Preferred Qualifications:

• Bachelor's degree from a Tier 1 institution.
• Prior experience in driving automation projects with the technical/product teams
• Prior experience of working in a B2B SaaS environment

What We Offer:

• A meritocratic environment focused on individual growth and impact.
• Opportunities for continuous learning and mentorship.
• Transparent, candid company culture with a focus on problem-solving and efficiency.
• Fixed work hours for work-life balance: 9 hours x 5 days.