What you will do

As an Enterprise Program Manager at Lighthouse, you will be doing whatever it takes to ensure client success for our largest customers with our products. Strengthening relationships with customers by building confidence and trust with our clients is key for this role.

The perfect candidate is a champion in customer satisfaction and ensures that our clients leverage our products in the most impactful manner possible. A passion for service and a dedication to detail are the driving force behind an experienced Enterprise Program Manager at Lighthouse.

This is a program management role requiring you to orchestrate multiple projects as well as facets of other roles such as data analysis, creative problem-solving, cross-team collaboration, next-level product knowledge and day-to-day account management. If you are solutions-focused, customer-obsessed, and have experience building excellent relationships with sophisticated clients, we would love to talk to you!

Where you will have impact

Relationship Management

• Account planning by using strong project management skills. This includes reviewing and analyzing larger business cases and corporate agreements for efficient and effective execution.
• Work closely with key members of the account team to ensure alignment of program tasks and activities with overall account success.
• Conduct Quarterly Business Reviews (QBRs) with Key accounts, including comprehensive usage reports, status updates, new product features and executive summaries
• Conduct regular training and webinars for key customer contacts and new contacts, uncovering upsell opportunities.
• Proactively communicate new features/functionalities to all accounts and attend regular status calls with key accounts
• Conduct regularly scheduled feedback calls and articulate Key Account requirements back to the Product Management and Engineering teams.

Program Management

• Organise all projects / programs within the Enterprise accounts to ensure on-time delivery, budget compliance and that all business objectives are achieved.
• Create & maintain project / program documentation that provides a clear overview of project timelines, activities, potential risks / issues using task management tools
• Manage implementation and change management activities within key clients
• Manage client expectations to ensure that products and configured and used as intended

Technical Project Management

• Capture custom development and services requirements and be able to clearly articulate those requirements to our Enterprise Engineering team
• Ensure the technical solution design supports the client (and/or partner) product requirements during data analysis, configuration, and testing
• Represents the client during internal planning and development to ensure the most efficient delivery with the highest level of customer satisfaction
• Document functional and technical specifications for the project
• Communicate and coordinate requirements across cross-functional teams to ensure common message on product expectations for internal development
• Identify issues and risks and raise them appropriately
• Enforce contractual scope with the client and/or partners
• Manage the client relationship and set customer expectations before and during project and implementations overall client project plan and timeline
• Delivery of status reports to each client and to internal teams including senior management
• Ensure project documents are complete, current and stored appropriately
• Successfully manage the transition of clients from deployment to account management/support
• Identify and implement improvements to processes and procedures as required

Who you are

• Minimum 3 years experience in a combination of program management or project management roles. Our preferred candidate will have gained this experience working with larger accounts, ideally within the hospitality space or public sector such as Destination Marketing Organizations.
• Minimum Bachelor degree in a relevant discipline (e.g., business, marketing, hospitality leadership, etc.)
• Native level (C1-C2) French Speaker
• Demonstrated ability to complete multiple tasks concurrently, to develop project plans, allocate resources, identify potential issues / risks and develop contingency plans with an overall orientation focused on execution and detail.
• Demonstrated ability to ensure achievement of client objectives and company financial objectives through an understanding of client objectives, accountabilities and influencing and directing internal product and operations teams to ensure successful delivery (on time, within budget).
• Excellent analytical, problem-solving, and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions.
• Strong overall business and interpersonal skills, including planning, presentation skills, sales skills.
• Demonstrated ability in clearly articulating plans, concepts and activities to a broad / diverse audience, and interface with C-Level executives
• General computer proficiency in Google suite, Monday.com, Excel, MS Word, PowerPoint, etc.

What's in it for you

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Cobee benefits: 160€/month for food, transportation, or nursery.
• Language learning: 40€/month on Preply.
• Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.