Program Manager - Software Renewals and Customer Success

at  National Instruments

We are seeking a highly motivated Program Manager to join our Software Renewals and Customer Success organization. This role is critical in driving consistency across our global teams by standardizing processes, leading transformation initiatives, and implementing effective change management strategies. The ideal candidate will have a proven track record in program management within a corporate environment, with a strong emphasis on continuous improvement, data-driven decision-making, and collaboration across multi-disciplinary teams.
The Customer Success and Software Renewals organization is a customer facing group that provides companionship to NI subscription software users to help them achieve their business goals using NI software to ensure the continuity of their subscriptions. This role is not related to software development.

QUALIFICATIONS:

• Education:
• Bachelor’s degree in business, Management, Industrial Engineering, or a related field.
• Experience:
• 2+ years of experience in program management, preferably within a SaaS environment.
• Proven track record in leading transformation and change management initiatives.
• Experience in customer success, renewals, or a related field is highly desirable.
• Skills:
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Proficiency in data analysis and the use of business intelligence tools.
• Strong problem-solving skills and a proactive approach to identifying and addressing challenges.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

WHY NI?

There are many reasons to consider joining a company. Key among them are the people, the ideas, and the technology. At NI, we believe in the power and potential of connecting the three to create a path to success.
The people : We’re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.
The ideas : What did you want to be when you grew up? Did you want to program robots? Build flying cars? Leave the world better than you found it? At NI, we build on the big ideas of big dreamers to make their visions a reality.
The technology : With our tailored, software-connected approach, we support our customers through all phases of the product development cycle. From 5G and medical innovations to autonomous driving and the future of space travel, we help our customers Engineer Ambitiously every day.
We’ve long been globally recognized as a top employer. Our compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community giving. We encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.
No matter your career path, we’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.
Are you up for the challenge of helping shape humanity for the next 100 years? If so, let’s get started, and let’s Engineer Ambitiously together.
We are changing how we work by offering more flexibility. NI has decided to take a hybrid approach (working both on- and off-site) at an aggregate level. We know that different roles have different requirements, so we’re embracing a full range of options.

• Process Standardization:
• Develop and implement standardized processes for renewals and customer success managers across regions.
• Ensure consistency in the application of best practices and methodologies to enhance operational efficiency.
• Transformation Initiatives:
• Lead and manage strategic projects aimed at transforming the customer success and renewals functions.
• Drive change management efforts, ensuring that CSMs and Software Renewal Specialists are effectively onboarded and supported throughout the transformation.
• Develop communication and training programs to facilitate smooth transitions and adoption of new processes and policies.
• Data-Driven Insights:
• Collaborate with Business Intelligence stakeholders to analyze data, identify trends, and assess business needs.
• Utilize insights to inform decision-making and drive improvements in customer success and renewals strategies.
• KPI Development and Tracking:
• Partner with leadership to establish key performance indicators (KPIs) that align with organizational goals.
• Develop systems and processes to track and report on performance metrics, ensuring transparency and accountability.
• Continuous Improvement:
• Foster a culture of continuous improvement within the team, identifying opportunities to enhance processes, tools, and overall performance.
• Lead initiatives aimed at optimizing the day-to-day operations of the renewals and customer success teams.
• Onboarding and Enablement:
• Design and implement comprehensive onboarding and enablement programs for new hires and existing team members.
• Equip the team with the necessary skills, knowledge, and tools to succeed in their roles and drive customer satisfaction.