As our Sr. CSM, Program Lead you'll work with our clients in the planning and delivery of complex design and technology programs. You'll work with one customer, across multiple streams of work, in the delivery of a program of work. You'll be responsible for successful delivery, reporting, and use of budget across the account. In the course of this work, you'll manage relationships across your key client's organization, as well as within Myplanet, and with our partners. You'll report to our VP, Digital Programs.
Develop an understanding of the commerce space (retail, ecomm, and their intersection) to inform our teams, clients, and prospects, driving sales activities to outline an overall solution approach
Manage your client across a portfolio of activities to ensure delivery to performance outcomes, with an eye to delivering best use of time and budget
Form relationships with clients at all levels, from senior leaders / decision-makers to those in supporting roles
Provide guidance and strategic direction to delivery teams, proposing viable solutions to complex problems
Internal and client-facing reporting of program budget and activities, as well as client performance
Identify opportunities to increase budget burndown, and support sales activities with your assigned account
Ensure excellent client experience, and high NPS for your assigned account
Support partner calls, including supporting client vetting of tech solutions
Support sales activities for your assigned client
Act as voice of the customer internally, advocating for their successful outcomes
Skills and Qualifications
5+ years experience in a client-facing role
Significant retail/ecommerce experience
Strong organizational and project management skills
Experience with account management, including budget management and planning abilities
Comfort working with a large team, both internally and client-side
Excellent communication skills: written, verbal and in particular, presentation
Strong organizational abilities
Is This Role a Fit for You?
The Sr. CSM, Program Lead role emphasizes exceptional interpersonal skills, adept task planning and management, and a thorough understanding of the retail space. You'll find fulfillment in the role if you:
Have an interest in making the business work. You're an entrepreneur at heart and you're willing to wear different hats and remain flexible to move the business forward.
Find passion in new challenges. Every chance to learn and move things forward with your can-do attitude or to share your entrepreneurship excites you.
Thoroughly enjoy collaborative work. Knowledge sharing and the chance to be part of a team who co-own the output, instead of a solo hero who lives and dies by their work alone, is important to you.
Benefits and Perks
Explore ongoing opportunities for professional development: training, conferences, certifications, and in-house peer mentorship
Experiment with new techniques, wear multiple hats, and learn about new disciplines.
Pursue independent projects, explore new ideas, and challenge yourself in your field with dedicated "Awesome time" (self-directed professional development) annually and quarterly training budgets
Enjoy a flexible schedule of full-time hours, health/dental benefits, and private US coverage
Additional perks available including in-house mindfulness training, an employee stock option plan, remote group get-togethers, and more!
Performance and Growth Expectations
Our environment is not your average, hierarchical software studio: we emphasize accountability for outcomes, but autonomy in activities. Your work will be measured using our 360-degree system (a combination of peer and supervisor feedback) and will also be measured on the basis of client and user satisfaction. Your growth path is in your hands— you'll have ongoing meetings with a mentor and professional guide to help determine your path, but your progress will be based on what you hope to achieve and how you choose to access the resources available to you.
Myplanet is a software studio and certified BCorp. Based in Toronto with global studio presence, we're working with the world's most influential organizations to catalyze change across business silos.
Drawing from a range of talents and perspectives, our team brings together data, systems thinking, and curiosity to build next generation experiences. We're tackling mission-critical digital challenges for businesses by taking the millions of moments of interaction they have with customers every day and surfacing key opportunities to engage and connect within those moments.
We're building deep capabilities in data-driven design, AI implementation, and personalization, while forming strong partnerships with leaders in machine learning, hardware development, and IoT platforms. We're shaping the way organizations use technology to deliver context-aware, multi-interface experiences that equip them to meet their business goals.
While headquartered in Toronto, Canada, we're a remote-first company of over 100 employees.
Committed to an Inclusive Workplace
We are committed to fostering an inclusive and accessible environment as we build a workforce that reflects the diversity of the community in which we live, including those with disabilities. We are dedicated to providing accommodations in all parts of the hiring process in accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. If you require any accommodation, we will work with you to meet your needs.
Committed to Social and Environmental Stewardship
Myplanet is committed to promoting and working towards a more socially and environmentally sustainable future. All employees are expected to make decisions and take actions in relation to their role and work that follow through on this commitment.