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Software Maintenance Program Manager

Company: Esri
Location: Redlands
Posted on: October 31, 2019

Job Description:

Job ID

2019-11458

OVERVIEW

Help transform the way we do subscription and maintenance business today. We are looking for a passionate, high-energy individual to drive the transformation and related operational changes. Ultimately, you will help lay the groundwork for continued growth, at scale, by delivering first-class quality services exceeding our customers expectations of subscription and maintenance around the world.



The maintenance renewal team is responsible for ensuring that customers are current on maintenance and actively renewing software subscriptions. We are looking for an experienced program manager with demonstrated ability to drive innovation and results and enable scale and quality while being customer-obsessed.



Responsibilities:

* Develop, implement, and manage the operational business process for software maintenance and subscription renewals in collaboration with cross-functional team

* Interface and collaborate with Sales, Marketing, Customer Service, Finance, Support Services, and other teams to operationalize software maintenance program

* Build strong working relationships with cross-functional partners that span the organization

* Provide effective and timely progress reporting for program implementation (written and verbal, including a presentation with executive leadership team)

* Analyze large data sets, summarizing in reports to leadership with the business case, financial impact, and recommendations

* Identify business process and system solutions, delivering feature requests that include clear and concise business requirements documentation

* Partner with software engineering teams, driving delivery of modern solutions

* Work independently and be agile in a dynamic and growing environment

* Support continuous improvement initiatives

* Leverage the work of others to support key business initiatives and goals

* Influence across the organization

* Create, maintain, and execute process documentation and training materials

REQUIREMENTS

To be successful in this role, you must have a solid understanding of digital sales management and work closely with the digital sales team for outreach. Embodying a data-driven, fact-based approach to problem-solving is a must.

* 5 years of experience in program management, high-volume call center, warranty supply chain, or applicable manufacturing/hardware environment

* Highly proficient with Microsoft O365 applications including Excel, Word, PowerPoint, Visio, Project, and SQL

* Experience with Salesforce or Microsoft Dynamics

* Strong program management skills involving multiple internal and external partners

* Demonstrated ability to work well in ambiguous situations, manage competing priorities, and work well under pressure

* Attention to detail, delivering high-quality work on time

* Bachelor's or higher in business, supply chain, or related field or commensurate work experience

Recommended Qualifications:

* Ability to think strategically beyond day-to-day execution

* Proven track record of strong critical thinking, problem-solving, and resolution skills and implementing and driving closure on continuous improvements efforts

* Eager to learn and work in a fast-paced, high-energy environment

* Demonstrated leadership skills

* Excellent networking and interpersonal skills

* Customer-focused

* Advanced verbal, written, presentation, and listening communication skills

THE COMPANY

Our passion for improving quality of life through geography is at the heart of everything we do. Esri s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

Keywords: Esri, Redlands , Software Maintenance Program Manager, Professions , Redlands, California

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