Technical Program Manager (Customer Success Manager)

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.

Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.

Position Summary

As a Technical Program Manager for Customer Adoption at Harness, you will further our mission by driving onboarding and adoption of Harness products with our customers. You will partner with Product, Engineering, Sales, and Marketing teams to create and operationalize efficient onboarding processes, track customer progress, escalate and prioritize feature requests and blockers and provide in-depth reporting on the overall progress and impact of the program. You will be involved in collecting requirements from the pre-sales team and customers, coming up with onboarding plans and track adoption milestones with customers, connecting them with relevant subject matter experts and Product Managers to unblock and de-risk the projects.

About The Role

• Develop and manage end-to-end technical onboarding projects with customers to drive adoption of Harness products.
• Manage and own process, working with multiple stakeholders internally and externally, and representing the customer point of view within the engineering organization.
• Manage and own end-to-end customer escalations, from tracking, prioritization to customer communication and feedback.
• Drive and influence technical and product strategy cross functionally that will help reduce complexity of onboarding projects and reduce customer cycle time.
• Design measurements to track impact and drive internal and external process improvements.
• Articulate the technology, requirements, goals, and milestones of your team.
• Help drive product decisions to align with higher company initiatives
  
  

About You

• 6+ years relevant experience working with customers to drive adoption of a product or service
• Strong background in Account Planning and joint Customer Success Plans to drive adoption and creation of new product features
• Proven experience in managing large, complex project implementations
• Strategic thinker and story teller with strong attention to detail
• Experience in DevOps or Analytics space a plus
  
  

Business Skills

• Excellent presentation skills, in addition to verbal and written communication skills
• Proven effectiveness at leading and facilitating community and executive discussions
• Ability to translate complex terminology into a clear set of actions and next steps
• Self starter with an entrepreneurial spirit and can drive action in the face of ambiguity
• Ability to work autonomously and to prioritize tasks, while managing a diverse workload
  
  

Location

• Remote from within the U.S
  
  

What You Will Have at Harness

• Competitive salary
• Comprehensive healthcare benefits
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Flexible Time Off and Parental Leave
• Quarterly Harness TGIF-Off / 4 days
• Monthly, quarterly, and annual social and team-building events
• Recharge & Reset Program
• Monthly internet reimbursement
• Commuter benefits
  
  

The anticipated base salary range for this position is $125,000-135,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position may also include equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers.

A valid authorization to work in the U.S. is required

Pay transparency

$125,000—$135,000 USD

Harness In The News

• Harness Grabs a $150m Line of Credit
• Welcome Split!
• SF Business Times - 2024 - 100 Fastest-Growing Private Companies in the Bay Area
• Forbes - 2024 America's Best Startup Employers
• SF Business Times - 2024 Fastest Growing Private Companies Awards
• Fast Co - 2024 100 Best Workplaces for Innovators
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

Note on Fraudulent Recruiting/Offers

We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers.

Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations.

If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at security@harness.io. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission’s website (https://consumer.ftc.gov/articles/job-scams), or you can contact your local law enforcement agency.

Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers' pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.