Director Global Program Management Office

Benefits 

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time.  Additional paid sick leave is also provided if required by state or local law.  

Summary of Position:

The Director of the Global PMO oversees the Global Project Management Offices across all Denali entities. They will develop, maintain, and oversee governance, team leadership, monitoring, prioritization, communication, and quality controls to meet current and future business objectives. There will be a key focus on creating, organizing, and implementing various strategies that support customer success, engagement, and long-term client retention. They will partner with leadership from all cross-functional teams to solve, model, and operationalize organizational and customer-facing process or system enhancements that result in an elevated experience and value for all parties.

Essential Functions:

•    Intake, define, and prioritize vision from executive leadership to create deployable models that support the organizational objectives.

•    Ensure team leaders understand their role and are appropriately supported to facilitate their objectives.

•    Facilitate team management, including but not limited to: performance reviews, audits, coaching, professional development, and any ancillary adjustments required to meet our objectives. 

•    Manage escalations, record trends, bridge cross-functional teams, create customer experience enhancement initiatives, and monitor the progress of those initiatives to completion.

•    Regularly communicate with executive leadership on customer satisfaction status, risks, and mitigation strategies.

•    Evaluate and analyze customer requirements into executable milestones. 

•    Coordinate effective reporting and communications to cross-functional team leadership regarding progress. This includes but is not limited to planning, barriers, risks, and quality indicators.

•    Be an expert in portfolio, program, and project team management including dynamics of virtual teams, matrix reporting relationships, and cross-functional resource identification and allocation.

•    A focus on helping customers realize business value based on the services Denali is providing their organizations

•    Must exhibit strong customer service skills, Denali product (services) knowledge, and business acumen demonstrating the ability to deliver value to customers.

•    Improve customer onboarding and accelerate adoption and utilization of services

•    Customer Success playbooks and templates to help the team work with customers to drive strong engagement based on trust and credibility

•    Development of customer analytics to demonstrate value

•    Evaluate the customer journey lifecycle stages to Identify where technology vs human interaction are required to optimize the customer experience and satisfaction (high volume routine interactions vs high touch)

•    Drive proactive and prescriptive customer action to renew, expand and advocate

•    Educate customers on use cases and best practices

•    Revenue-focused content, training, and capabilities (i.e. engagement analytics, in-call coaching, conversation intelligence, opportunity analysis and health scores)

•    Proactively guiding customers to value

•    Continuously monitoring customer health to drive action

•    Customer Success KPIs

Competencies:

1.    Efficiency and Effectiveness

2.