End User Program Manager

Job Summary

A company is looking for an End User Program Manager.

Key Responsibilities:

• Delightfully address end user support requests by responding to and resolving issues, maintaining helpdesk system, and measuring support effectiveness
• Drive end user support strategy by forecasting support volume, optimizing support tools, and collaborating with internal teams
• Implement SSO connections for customers by collaborating with IT departments, monitoring SSO certificates, and tracking implementation timelines

Required Qualifications:

• 5+ years of experience in customer-facing roles, preferably in a SaaS company
• Experience with email and phone-based end-user support and ticketing systems
• Ability to balance internal and external requirements, work with diverse teams, and manage high daily request volumes
• Strategic vision to adjust resources based on future workloads
• Comfort in communication with internal and external stakeholders