Program Manager, Customer and Revenue

About Graitec Group Graitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years. Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers. Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry. At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together. How we work: Growth, Agility, Innovation, Responsibility How we behave: Ambition, Engagement, One Graitec, Positive Energy Learn more about the Graitec Group: graitec-group.com/graitec-a-global-player About The Team Hiring IT & Business Transformation is a global function reporting to the Graitec CEO, made up of four teams: Business Transformation, Data & AI, Information Security, and IT Operations & Platforms. Together we own the delivery capability behind how Graitec operates and we drive Graitec’s continued transformation. We work as fusion teams and as one with the wider organization: technology and business colleagues working towards the same goals and outcomes. The Business Transformation team is the delivery engine, working hand in hand with the business leaders to drive Graitec’s growth ambition as a sequenced, prioritized portfolio, delivered with precision and pace. Overview The Program Manager, Customer and Revenue drives end-to-end delivery of the change portfolio serving Graitec's commercial engine: Sales, Revenue Operations, Growth and Corporate Marketing, and Customer Success. It is the single accountable delivery role for the systems and processes that carry a customer from first contact through quote, order, renewal and self-service. The role owns the Customer and Revenue program within Graitec's transformation portfolio, spanning automation across CRM, marketing, and sales. Initiatives include moving marketing automation to Dynamics 365 Customer Insights, automated invoicing and margin control, customer experience and digital self-service across web and mobile, and AI-enabled selling and service across the customer lifecycle. This is a hands-on delivery role, not a governance role. You will build the roadmap with the business, run the delivery, hold the benefits case, and be the person the commercial organization calls on to enable outcomes. Program Delivery Lead strategic programs end-to-end, from business case through to adoption and benefits realisationTranslate business objectives into integrated prioritized roadmaps, with success measuresDefine robust program plans, milestones, dependencies, resourcing, budgets, risks, issuesMaintain pace across multiple workstreams, resolve barriers, and deliver agreed commercial outcomes Program Governance Build strong alignment across key functions including Revenue, Product, Finance, IT, and leadershipEstablish clear program governance, transparent executive reporting, and investment trackingPresent program updates, risks and trade-off recommendations clearly to leadership and sponsors Change Management & Partnership Drive the organizational change required for successful adoption, including post-go-live improvementsWork in close partnership with the IT Operations & Platforms, Data & AI, and Information Security teamsManage implementation partners, holding them accountable to scope, quality, delivery, and costEmbed responsible-AI practice into delivery, working with Data & AI and Information Security on data readiness, human-in-the-loop controls, and compliance with emerging AI regulation Building Capability Provide coaching, mentoring and support to delivery colleagues, helping build capabilityFoster a collaborative culture that encourages continuous improvement and cross-functional partnershipDrive Graitec’s transformation excellence, helping improve frameworks, standards, and practices Customer and Revenue Automation Deliver CRM-led workflow automation, improving the speed and consistency of customer interactionsPrioritise high-value use cases such as lead routing, campaign-triggered nurturing, and renewalsDesign automation around clear business rules, high-quality data, effective controls, and adoptionDrive sales automation that reduces administrative effort and improves sales execution, including automated activity capture, task creation, follow-up sequences, opportunity-stage actions, and approvalsDeliver AI-assisted selling capability, including AI agents and Copilot-style assistants embedded in CRM for opportunity insight, next-best-action, meeting and call summarization, and automated CRM data captureApply AI to revenue quality: predictive lead and opportunity scoring, propensity-based renewal and churn signals, and AI-generated campaign content and journey optimization in Customer InsightsDefine where AI is the right tool and where deterministic automation is, with clear guardrails on data quality, output review, and measurement of realised benefit Customer Experience Deliver seamless web, e-store, mobile app, and multichannel applications and experiences Develop customer self-service journeys for finding information, transacting, and obtaining supportDeliver the technical content platform capability, enabling multilingual content operations and localizationBuild personalised, frictionless digital experiences with CRM, marketing, product data, and analyticsUse customer insight, feedback, behavioural and operational data to prioritise digital improvementsDeliver AI-enabled self-service and support, including conversational assistants and agentic resolution of common customer requests, with measured deflection and clear escalation to humansUse AI to personalize digital experiences at scale across web and app, including recommendations Responsibilities Substantial program or senior project management experience, ideally in a B2B software, technology or professional services business, delivering commercial, customer experience, and go-to-market changeTrack record of delivering an enterprise program spanning multiple workstreams, vendors, and cross functional teams, rather than single implementationsHands-on delivery experience with a major CRM platform, ideally Dynamics 365 or Salesforce, and with marketing automation and customer self-service platforms Experience delivering AI-enabled capability into commercial systems, preferably AI agents or assistants in CRM, predictive scoring, or AI-driven marketing personalizationPractical understanding of quote-to-cash, recurring revenue, renewals and subscription modelsExcellent program planning, governance, dependency management and risk management skillsStrong commercial acumen, building business cases and managing program budgetsOutstanding stakeholder management skills, including engaging senior leader and executivesExperience adapting delivery methods to suit different projects, systems, and environmentsExperience working with Software development delivery approaches and lifecycle practicesStrong vendor management experience, building collaborative partnerships and holding vendors to plansExperience in a growing or acquisitive business, where speed, pragmatism and integration matterComfortable operating across time zones with both North American and European stakeholdersExcellent written and verbal communication: concise with executives, practical with delivery teamsComfortable with ambiguity and with a landscape that is still being shapedProficiency in delivery toolsets e.g., Jira, Confluence, Planner & Project, SmartSheet Also Valued Experience delivering Content Management and Digital Experience platforms PMP, PgMP, or an equivalent project or program management qualificationLean or Six Sigma process improvement experienceWorking knowledge of AI governance, the regulatory landscape, including the EU AI Act, and of building human-in-the-loop controls into commercial processesPersonal fluency with AI tools in your own delivery practice, and an interest in raising the team’s capability Interview Process At Graitec, we’re proud to foster a diverse and inclusive workplace. We value our employees for who they are and the contributions they bring, encouraging everyone to be their authentic selves at work. This diversity helps us better serve the wide range of customers and markets we operate in. We welcome applications from all backgrounds and assess candidates solely on their skills and ability to succeed in the role. Graitec uses AI to support and streamline internal processes; however, all application reviews, screening, and hiring decisions are made solely by our Talent Acquisition team and hiring managers. Application – Submit your CV and application via Graitec Careers.HR Screening – An initial “get to know you” discussion.Hiring Manager Interview – Role-specific discussion with the manager.Peer / Stakeholder Interview – May include a presentation or collaborative exercise.Final Interview – Conversation with the Business Unit Leader.