Customer Programs Manager

5+ years of experience in Customer Operations, Program Management, Revenue Operations, Strategy & Operations, Business Operations or consulting with direct execution ownership Demonstrated hands-on expertise with Salesforce reporting and data structures; Gainsight or equivalent Customer Success platforms, and business intelligence tools such as Looker Reflexive usage of generative AI along with the ability and demonstrated curiosity to create AI agents to ensure high quality deliverables, fast Advanced proficiency with Excel for modeling, analysis, and reporting Advanced proficiency with PowerPoint for executive-level presentations Strong project management, organizational, and communication skills Demonstrated ability to manage multiple complex workstreams independently Experience working directly with senior executives in a fast-paced environment Strong attention to detail with the ability to maintain rigor across high-volume programs Reside within commuting distance to Fulton, MD

Support programs tied to expansion, renewal, and advocacy initiatives by ensuring timelines, tracking, and reporting are operationally sound. Leverage generative AI and AI agents to drive end-to-end execution of complex customer initiatives. Establish and track program-level KPIs. Provide consistent visibility into the health and progress of customer programs for senior business stakeholders. Quickly translate complex customer and operational data into high quality, accurate, and clear insights for executive consumption. Produce recurring and ad hoc reports to support forecasting, health monitoring, escalations, and executive decision-making. Maintain strong data quality and reporting integrity across customer systems. Prepare weekly executive communications, including risk identification, progress tracking, and executive-level summaries. Coordinate internal communications related to customer programs, escalations, and priority initiatives. Support executive preparation by developing presentations, summaries, and reporting.