Customer Success PMO Program Manager – Learning & Development (L&D)
The primary responsibility of this role is to provide professional program management for LHH’s largest L&D accounts. Customer Success Program Managers provide program-level (multiple large complex projects or a significant volume of small-to-mid-size projects for one account) governance, planning, structure, and reporting. This role will mentor, coach, and lead other project management professionals. Customer Success Project Management provides project management services that build and support the expansion of customer relationships, simplify the complexity of delivery of contracted L&D services, and ensure a high-quality experience for clients. The ideal candidate will be motivated and passionate about leading projects and programs, and developing others, have a strong customer and revenue focus, proactively collaborate, and the demonstrated ability to operate within a high change and customer-centric environment.
Reports to the Customer Success PMO Regional or Global Leader
Role may have direct reports, manage a small team of up to 4 direct reports
Provide program leadership for the delivery of multiple projects for one large account, in collaboration with the account team
Facilitate the setup of the program to ensure the customer expectations, outcomes, and benefits are aligned to project(s) delivery processes, program tracking, and reporting
Provide client-facing support at the program level to ensure project teams are aligned, deliverables are met, and issues are escalated and resolved
Serve as primary project management escalation point for programs within portfolio and direct report projects to ensure swift resolution and action planning
Collaborate with key program stakeholders to ensure program delivery alignment and seamless customer experience across projects
Provide support on presale activities related to the project or program management of the account, including defining scope, requirements, and estimation for project management services as needed
Create governance, stakeholder management, and program management plans
Mature the discipline of program management through utilizing and teaching best practices
Lifecycle management of projects, ensuring the onboarding, monitoring, and off-boarding of multiple projects are aligned to program plan and account team
Facilitate key decision making, issue resolution, risk mitigation, and continuous improvement activities at the project (coaching project managers where applicable) and program level
Track and report on the customer benefits, outcomes, metrics, KPIs, financial indicators
Develop roadmaps and other planning documents for long-term programs
Manage and consult on communications plan for program and related initiatives
Perform project management duties in alignment with LHH and industry best practices, as needed
Leverage resources effectively across the organization to maximize project efficiencies and continuous improvement of the function and account
Lead and develop others
Coach and develop project and program management skills for multiple levels of project managers, provide expertise and mentorship
Role may manage team members including onboarding, coaching, mentoring, career development, and performance
Consult and educate project stakeholders on the role and function of project management and program management for the L&D vertical
Provide meaningful team building and engagement activities for the direct reports
Participate and lead global or regional project management COE initiatives to further maturity and evolution of the Customer Success function and ensure continuous improvement
8+ years of managing large-scale global and complex customer programs
Demonstrated background leading teams and mentoring and coaching others
Needs to be able to train others in project and program management disciplines
Able to position the value of project management and PM services to customers
Project and Program Management training and/or certifications in multiple modalities needed
Adept at leading global, large-scale project delivery with a process and continuous improvement focus, demonstrated project delivery process design and execution necessary
Builds effective and engaged teams, with a focus on people-first and development/coaching
Analytical and able to design and execute dashboard reporting that drives decision making
Strong interpersonal, influence, and conflict management skills
History of effectively identifying, managing, and engaging stakeholders in a matrixed work environment
Able to provide direction and effective delegation and prioritization for self, project and program teams
Very strong detail orientation, ability to track project delivery information. Ability to synthesize and draw themes across project deliveries to report at the program level. Ability to simplify and communicate themes from a large amount of manual details.
Comfort with change and ambiguity, effective change leadership skills
Excellent communication and presentation skills
Practice with continuous improvement methodologies preferred
Tech savvy with user experience on internal and external L&D, sales, and PPM technology / tools (e.g., PSA, Salesforce, Clarity, MS Project, PowerAutomate, PowerBI, etc.). Understands SDLC.
Intermediate-to-expert use of MS Office Suite, particularly PowerPoint, Excel, and MS Teams/Sharepoint
Willingness to execute work at program, project, and task level, as needed for supporting customer success
University degree strongly preferred
Written and spoken English fluency necessary, fluency in a second language within geography strongly preferred
The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next.
LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.
LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone.
A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us.
This is LHH.
Ready for Next.
LHH is an Equal Opportunity Employer.
For additional information on our Diversity and Inclusion policy, please consult the following link: https://www.lhh.com/us/en/diversity-and-inclusion