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The opportunity

At Unity, we are driving the wholesale adoption of Real-Time 3D (RT3D) across many different businesses and industries. We strive to help companies accelerate through their digital transformation programs and create the foundations for Web 3.0. Key to our success is delivering exceptional customer experiences and driving meaningful interactions with our clients. As part of our commitment to excellence, we are seeking an experienced Senior Program Manager to oversee the planning, execution, and delivery of key projects within our Customer Success organization.

In this role, you will be responsible for leading Customer Success Everywhere (CSE) Projects that impact several CSE teams. This will include aligning program goals with organizational objectives and coordinating cross-functional teams, project timelines, resources, and deliverables to ensure successful project completion within the scope and timeline. This role reports to the Success Optimization Senior Manager in the Product, Optimization, Enablement, and Training Organization within Customer Success Everywhere.

What you'll be doing

  • Lead other CSE Projects with an impact on several Customer Success teams. Redesign and unify the CSE processes with a holistic approach, such as CSAT processes for the different services, health score definition, and implementation, or a full customer 360 view consolidating information from different tools.

  • Develop and implement project plans, including timelines, milestones, and deliverables. Develop and execute program strategies, including defining program scope, objectives, and success criteria.

  • Coordinate cross-functional teams and stakeholders to ensure alignment with program goals and objectives. Monitor project progress and track key metrics to ensure adherence to project scope and timeline. Identify and mitigate project risks and issues in a proactive manner.

  • Communicate regularly with stakeholders to provide project updates and ensure alignment with project goals and objectives.

  • Prepare and present project status reports and presentations to senior management and stakeholders.

What we're looking for

  • Proven experience in project management. A minimum of 5 years experience. Solid understanding of project management methodologies. Proficiency in project management tools and software.

  • Robust technical acumen, which is essential for effective Program Management.

  • Strong understanding of customer success processes, methodologies, and metrics.

  • Excellent leadership, analytical, and problem-solving skills.

  • Ability to work independently and collaboratively in a fast-paced environment.

You might also have

  • Strong interpersonal and communication skills

  • Experience with a Customer Service organization

  • Project Management Professional (PMP) or Program Management Professional (PgMP) Certification are a plus

Additional information

  • Relocation support is not available for this position.

  • International relocation support is not available for this position.

  • Work visa/immigration sponsorship is not available for this position.

Life at Unity

Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit www.unity.com.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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