Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries— a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. Dare to innovate: We challenge the status quo with creativity and innovation as our true north. Better together: We check our egos at the door. We work together, so we win together. 

Job Description

What We Need:

We are looking for a Program Manager who will play a vital role in our customers’ success, embody excellent customer service, and set the bar in relationship management and strategic program design.  This role sits at the heart of our relationship with customers, managing the daily interactions that result in trust and true partnership, and delivering business value through our suite of products and services.

At the highest level, the Program Manager uses technology to solve business challenges, leads the implementation of solutions and programs that deliver business value, advocates for customers’ success, and evangelizes our products and services.

As a Program Manager with Forsta, you will;

Immerse yourself in the client’s business - understand their unique challenges, business and program objectives, and success measuresCollaborate with clients, partners, and cross-functional teams to gather requirements, prepare budgets, develop project plans, and manage the delivery processOwn delivery process, ensuring accurate, on time, profitable delivery of solutions and programs that delight clients and lead to growth over timeProvide a single point of contact for clients, team members, and partners throughout deliveryChampion our products – leverage the latest Forsta tools, features, and functionality to meet customers’ needsBuild deep client relationships to support customer success and account growthInform clients, commercial leads, and management of progress, risks, and growth opportunitiesAdvocate for clients internally with regard to product ease of use, user experience and design, new features and functionality to bring the voice of the customer to Product and R&D

Responsibilities:

Present information clearly and confidently to clients and stakeholders within and outside the organizationDemonstrate competence and confidence with the full VOC/E product and services suite, including those available through our partner networksAbility to think creatively about solving client issues or concerns to improve program outcomes, and deliver value; works effectively with varying degrees of ambiguityEffectively troubleshoot basic technical issues and translates technical jargon to business language for client contactsProvide guidance and best practice for use of the platform to achieve program objectives over timeIdentify potential risks and opportunities within assigned accounts to support retention and growthImplement projects on existing client accounts and lead new client implementations on small, mid-market, and large accountsPlay an active, visible role in account planning on assigned book of business; support design, development, planning, and execution of strategic roadmaps for clientsSupport RFPs and other pre-sales activities as part of new client acquisition under the direction of Principal PM or DirectorLead internal initiatives designed to improve the customer experience with Professional Services or the products and services we offerParticipate in the training and onboarding of new/junior team members on assigned work

QualificationsBachelor’s degree 5+ Years’ of Market Research project management experience.  8+ Years’ of project management experience Experience working in the Panel Field Management or Advertising industry is a plus Previous experience working with Forsta Surveys platform is a plus Account/Project Management experience is a plus Salesforce, Teamwork, Jira, Slack experience is a plus Professional demeanor, excellent written, and oral communication skills Demonstrated track record of success in outstanding customer service Capable of developing/maintaining long-term business partnerships with clients Ability to multi-task and effectively manage all responsibilities attached 

About You:
You are a highly motivated individual that works well in a team environment yet can work autonomously and take individual initiative. You have exceptional time management and multi-tasking skills. You are detail-oriented and well organized. You are results oriented – a driver of projects, gets things done, with a “can-do” attitude.  

Please note that this position is required to work 4PM - 1AM EEST

Additional Information

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.