Program Manager - Vendor Lifecycle Success

Company Overview

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

 

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

Responsibilities

NWN Carousel’s Customer Experience – Lifecycle Success Manager is responsible for managing and enhancing the vendor rebate incentive programs. The Lifecycle Success Manager will operationalize and develop NWN Carousel’s lifecycle rebate programs across various vendors, creating strategies to expand the pipeline. Qualified candidates will collaborate with cross-functional teams, including but not limited to NWN Carousel Sales and Customer Success teams, throughout the customer’s journey to ensure all program requirements are met and delivered in accordance with program guidelines, maximizing the utilization of available rebate offers.

 

The scope of essential job responsibilities includes but is not limited to:

• Use of NWN Carousel, as well as other tools, to identify opportunities in quarterly pipeline which qualify for partner incentives related to the delivery of meaningful and measurable business outcomes derived from services.
• Engagement with NWN Carousel sales and Customer Experience teams which drive the inclusion of program qualifying Customer Success Plans in customer Statements of Work when the opportunity qualifies for program rebates and incentives.
• Engagement with NWN Carousel customer success teams and/or Customer Experience Managers to drive delivery of customer success plans to completion by program deadlines.
• Responsible for the development and growth of NWN Carousel’s Vendor(s) Lifecycle adopt incentive program / pipeline.
  • Develop and grow NWN Carousel’s Vendor(s) Lifecycle adopt incentive program/pipeline.
  • Enhance the program's strategy with a focus on increasing the incentive pipeline year after year, starting with a minimum target of $2 million in yearly vendor incentive rebates.
  • Evaluate additional vendor incentive rebate programs to expand the scope of the vendor incentive rebate program.
  • Maintain monthly forecasting of all vendor Lifecycle Incentives for senior leadership.
  • Manage the vendor rebate incentive pipeline to maximize closure rates and drive increase vendor rebate incentives.
• Responsible for collaborating with NWN Carousel’s Director of Customer Experience and Senior VP of Customer Success to operationalize NWN Carousel’s Customer Success tools and platform.
  • Integrating NWN Carousel’s CSM/FSM Workspaces in ServiceNow to align with the customer’s journey and job functions and activities of NWN Carousel’s Customer Experience Managers
  • Responsible for developing and maintaining training documentation and SOPs related to CSM/FSM Workspaces.
• Responsible for providing programs reporting metrics to senior leadership, including but not limited to, monthly, quarterly KPIs on program status, delivery, current and future initiatives, and targets.
• Maintenance and interaction with various vendor’s Lifecycle Incentive Program and team(s)
  • Submission of all vendor’s required program documentation via vendor’s identified tools and portals to maximize program payout.
  • Engagement with vendor’s Lifecycle program team(s) to escalate and resolve issues when appropriate 

  The scope of additional job responsibilities includes, but is not limited to:

• Project assignments from NWN Carousel Management team as needed.
• Drives Adoption lifecycle of NWNC’s Experience Management Platform across our core service offerings.
• Drives Customer Success team execution and lifecycle program within the Experience Management Platform to align with best practices and NWN Carousel’s offerings, inc