Senior Technical Program Manager

Role Overview

• Define and champion the charter, engagement model, and responsibilities of the EMEA TPM team
• Recruit, develop, and retain high-performing TPMs with strong technical and customer leadership capabilities
• Serve as the senior escalation point for complex customer launches and major customer incidents with significant financial and strategic implications
• Identify inconsistencies or missing processes across the organization (e.g. standards for JIRA bugs or missing dashboards).
• Align with Product and Engineering to translate customer feedback into actionable insights and roadmap clarity
• Lead executive-level discussions around delivery timelines, trade-offs, scope, and business impact
• Provide calm and decisive leadership during high-pressure situations with customers

Requirements

• 10+ years of experience leading enterprise software implementations or Professional Services delivery in a post-sales environment
• 5+ years of people management experience leading technical customer-facing delivery or services teams
• Proven ownership of complex, multi-stakeholder enterprise deployments from kickoff through production launch.
• Demonstrated success managing scope, SOW execution, change management, and high-impact customer escalations
• Deep customer empathy paired with disciplined execution.
• Delivery-Oriented Leader: You are accountable for outcomes — not just coordination. You build structure in ambiguity and create operational discipline that enables predictable success.
• Customer-Centric Operator: You proactively represent the customer internally and ensure their business objectives drive implementation priorities.
• Technically Fluent: You understand cloud architectures, API/SDK integrations, and enterprise technical ecosystems deeply enough to anticipate risk and guide execution credibly.
• Change Leader: You have successfully improved or scaled delivery organizations and can implement operational rigor in evolving environments.
• Executive Communicator: You engage effectively across audiences — from developers to senior executives — with clarity, confidence, and precision.
• Cross-Functional Influencer: You navigate matrixed organizations effectively, aligning Sales, Product, Engineering, Support, and Solutions Architecture to deliver customer outcomes.
• Travel Expectations: This role requires up to 50% travel. You must be based within 60 minutes of a major international airport hub to support rapid-response customer engagement and site visits.

Tech Stack

• Cloud

Benefits

• We value high-performing creative individuals who dig into problems and opportunities.
• We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.
• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.