Director, Program Management - Client Programs

Responsibilities

• Lead the Client Success contribution to strategic client programs, including Meeting of the Minds (MOTM), Client Advisory Boards, certifications, and other enterprise client initiatives.
• Serve as the Client Success lead for client experience and content strategy, partnering closely with Marketing, Events, and Production teams.
• Maintain a holistic view of client experience programs to drive consistency, visibility, and quality across initiatives.
• Define and implement a persona-based experience strategy across client programs, ensuring alignment to client roles, industries, products, and lifecycle stages.
• Design end-to-end client journeys within programs (e.g., MOTM), ensuring experiences are intentional, relevant, and differentiated across client segments.
• Align session tracks, learning paths, and engagement models to support client maturity, product adoption, and value realization.
• Design and operationalize a structured content governance model across client programs to ensure alignment, consistency, and quality, while translating product expertise into cohesive, client-relevant program content.
• Introduce structured processes such as content intake, review cycles, and alignment checkpoints to improve coordination and effectiveness.
• Identify and address content gaps, redundancies, and inconsistencies to strengthen overall storytelling and client value.
• Guide and enable distributed content contributors by providing tools, structure, and support without centralizing all content creation.
• Partner with Marketing, Events, and Production teams to ensure programs are executed in alignment with intended client experience and content strategy.
• Provide leadership during program execution to maintain continuity, resolve issues, and uphold quality standards.
• Ensure a seamless, high-quality experience for both clients and internal stakeholders across all program touchpoints.
• Establish frameworks for audience segmentation and experience design to improve overall program effectiveness.
• Ensure content aligns to client needs, business priorities, and product strategy while maintaining consistency across sessions and program elements.
• Implement and support structured executive engagement within client programs, ensuring alignment, preparedness, and consistency in messaging.
• Develop executive-ready updates, insights, and reporting to support visibility and decision-making.
• Serve as a central point of contact for internal stakeholders seeking program information or guidance.
• Leverage Client Success insights, feedback, and engagement data to ensure the client perspective is embedded across all programs.
• Act as a champion for the voice of the client, ensuring experiences, content, and priorities align to real client needs and outcomes.

Requirements

• 8–12+ years of experience in client programs, customer experience, content strategy, learning programs, or related cross-functional leadership roles.
• Experience leading complex, client-facing programs, including client events and conferences, in a highly matrixed environment.
• Strong understanding of content governance, learning design, and client engagement strategies.
• Experience partnering with Product, Product Marketing, Marketing, Learning & Development, and Client Success organizations.
• Demonstrated ability to translate client insights into actionable programs and experiences.
• Strong organizational, communication, and stakeholder management skills.
• Prominent ability to influence across teams without direct authority.
• Travel up to 10% of the time.
• Bonus points for:
• Excels at building strong cross-functional relationships and navigating complex organizational dynamics.
• Brings a strategic mindset with the ability to operationalize and execute effectively.
• Demonstrates strong judgment in balancing stakeholder needs, client priorities, and business objectives.
• Has a passion for creating meaningful, high-quality client experiences.
• Thinks in terms of systems, frameworks, and scalability—not one-off solutions.
• Communicates proactively with clarity, structure, and influence.
• Maintains a strong focus on client relevance, educational value, and experience consistency.
• Thrives in fast-paced, evolving environments with multiple stakeholders and competing priorities.
• Experience with virtual and onsite event coordination, including issue resolution.
• Experience with mobile applications and mobile app content validation.
• Experience in the Human Capital Management (HCM) Industry.
• Industry recognized professional certifications, including: PMP, PgMP, PHR, SPHR, CCMP.