Customer Experience Program Manager – Office Timeline

at  RomSoft SRL

WE ARE SEARCHING FOR

Customer Experience Program Manager – Office Timeline
We are looking for a skilled Customer Experience Program Manager to lead and design our customer success initiatives in the Office Timeline project, focusing on learning and training content as well as community engagement through product-led growth (PLG) strategies.
The ideal candidate will be adept at enhancing customer success experiences across multiple channels, helping users achieve their goals, collecting feedback to improve our offerings, and ensuring customers derive maximum value, thereby increasing adoption and retention.
This role also includes representing the customer’s viewpoint by synthesizing and communicating user needs and product feedback to our product and engineering teams.

If you meet the qualifications and are interested in joining our team, please submit your CV for immediate consideration! You can also reach us at jobs@rms.ro.

• This position is available exclusively for Romania

REQUIRED SKILLS & EXPERIENCE

• A bachelor’s degree or equivalent
• 3+ years of experience within a SaaS technology company with 1-3 years of Program Management experience, ideally working with Customer Success or Operations teams
• Experience with online customer communities and forums, including managing, moderating, and scaling
• Understanding of traditional, digital, and emerging marketing channels
• Familiarity with PLG best practices, and the latest technologies for helping to drive SaaS adoption, retention, and expansion
• Ability to work remotely and thrive in a fast-paced, high-growth technology environment
• Proficiency with Power Point, Excel, HubSpot, Front, Notion, and other relevant tools
• Excellent organizational and time management skills
• Strong written and verbal communication skills
• Flexible hours to stay connected with the US team

Activities will include:

• Define and manage the program roadmap for customer experience enhancement and engagement, ensuring alignment with company objectives.
• Build, manage, and grow online community platforms to foster user connection, support, and engagement.
• Continuously improve existing processes and automation, and lead the development and implementation of new programs.
• Develop and maintain the Knowledge Base and Learning Library in collaboration with Marketing, Product, and Engineering teams.
• Represent the customer experience in strategic planning sessions, using both quantitative and qualitative data to provide actionable insights and feedback to various teams.
• Identify and address trends in user experience, producing regular reports for Sales, Marketing, and Product & Engineering teams.