Client Program Manager

Description

PROGRAM MANAGER

Starting base salary

• US $50,000 – $70,000 / CAD $55,000 – $75,000*
• Plus bonus, equity & benefits

Our salary ranges are based on the role, level, and location. These ranges represent the typical starting salary and do not reflect the long-term earning potential of the role.

This is an existing vacancy.

Overview

As the primary client contact, you play a key role in ensuring program success and high client satisfaction. This role partners closely with clients and internal teams to manage operations, proactively meet SLAs, and deliver exceptional support. Through strong relationship building, clear communication, and the use of data and industry insights, you will help clients achieve high‑performing programs. This role is well suited to someone with experience in Customer Success, Client Services, or Program Management who enjoys balancing strategy with execution.

What you will be doing

Operational Management

• Create and track operational client requests through to resolution
• Technology requests with technical services/application support teams
• Client support requests with VIP / client support teams
• Include training and follow up on requests as needed
• Oversee program intake processes for new and existing clients
• Deliver regular operational reporting (ad‑hoc, automated, and dashboarding)
• Monitor program metrics and performance with analysis
• Handle marketing requests and provide VIP/client support
• Support implementations, including training and follow‑up
• Manage risk and compliance tasks, ensuring all processes are followed

Collaboration

• Participate in discussions regarding integrations, data feeds, APIs, and SFTP sites
• Collaborate with internal teams to champion client programs and advocate for client enhancement requests
• Facilitate regular meetings with internal teams and monthly meetings with Account Managers on potential growth opportunities
• Support the Customer Care team with training and collaboration, maintaining a regular training cadence
• Collaborate with sales for support and reporting on client needs

Client Engagement

• Develop and maintain regular touchpoints with clients to deliver key performance metrics and operational updates
• Schedule and conduct program performance reviews quarterly or semi‑annually as per client requirements
• Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices
• Advise clients on how to best leverage the 360 technology

Training and Documentation

• Develop, implement, and maintain internal and external training materials and user guides
• Manage handoff documentation and maintain business requirement documentation and SOWs
• Maintain internal client SharePoint folders and internal Confluence pages

Data Analysis and Reporting

• Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews
• Analyze and recommend changes based on lessons learned
• Maintain weekly operational reporting dashboards focused on key health metrics
• Monitor SLAs and review operational reports to proactively address client issues
• Highlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program

Escalation Management

• Provide operational oversight for client escalations and necessary data
• Collaborate with internal teams on operational data for escalations
• Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly

What You’ll Bring to This Role

• 3‑5 years of experience in program management, customer success, client services or other client‑facing operational roles
• Excellent client service skills and a professional demeanour
• Excellent presentation skills, comfortable with data analysis and presentations to senior client and external stakeholders
• Proven experience keeping actions and deliverables on track through clear coordination, risk management and issue resolution skills
• Strong skills in leading internal team members and stakeholders leadership skills with an ability to train and coach effectively
• Proficient conflict management abilities
• Strong written and verbal communication skills
• Strong project leadership skills with an ability to train and coach effectively
• Familiarity with ticket management systems
• Ability to work independently and collaboratively in a fast‑paced environment

Why 360insights?

360insights is a global leader in channel incentives and insights, with a culture rooted in putting people first. We’re proud of our inclusive, values‑driven environment where individuals are supported to do their best work and grow their careers.

We welcome talent from all backgrounds and are committed to equal opportunity regardless of race, religion, ethnicity, age, disability, sexual orientation, or gender identity. Accommodations are available throughout the hiring process upon request. Learn more about our DEIB vision on our website.

We believe in “Experiences that create growth. Growth that creates experiences.” Through learning and development programs and mentorship, we provide the support, tools, and opportunities you need to grow and succeed as an Insighter.