Program Manager I

Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.

We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.

Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.

Title: Program Manager

Location: Virtual

Position Summary & Key Areas Of Responsibility

The Program Manager (PM) is part of the Client Services (CS) team that works closely with the internal CS team, direct customers, and across various functional departments. The PM manages customer projects/programs and drives the operational relationship with the customer, ensuring the needs of the customer are understood and delivered. This may include taking ownership of operational items and roadblocks the customer has navigating our internal NCR Voyix departments as well as anticipating future needs to further develop the customer partnership.

The PM will be engaged throughout the customer lifecycle: from initial concept / new solution ideas through documenting requirements to execution, implementation, and management of said solution(s) until it is transitioned over to the NCR Voyix support team. Moreover, the PM will leverage customer feedback throughout the customer lifecycle to identify areas to enhance how NCR Voyix delivers our solutions to drive customer success.

The ideal PM candidate can partner with cross-functional members of the NCR Voyix community including Client Services, Sales, Operations, Product Development, Customer Support, Legal, and Finance teams. Moreover, a working knowledge of NCR Voyix’s banking products and solutions (and the ability to continuously learn about them) is essential to build the relationship with our customers as the PM becomes their trusted advisor. Finally, the ability to navigate the NCR Voyix organization is critical as the PM may be asked to handle a myriad of questions / situations that arise and knowing who to engage and when in order to ensure our customer success is key.

General Duties And Responsibilities

Trusted Advisor for Operational Issues

• Manage projects in size from $200,000 to $5,000,000 in services value.
• Establish and grow the customer relationship as trusted advisor The PM will focus on customer success and manage the NCR Voyix solutions being delivered to the client.
• Strategically advise and understand the operations of their customer.
• Conduct recurring program meetings with our Global, National and Enterprise level customers.
• Advise internal departments of the customer’s operational strategy, as needed.
• Learn customer pain points and areas for NCR Voyix to focus on to grow customer success.
  
  

Drive and Own Resolution

• Conduct and own proactive regularly scheduled program calls.
• Own items through satisfactory resolution for the customers
• Drive processes while understanding cross-functional team goals.
• Possess working knowledge of product offerings.
• Manage roadblocks to achieve customer goals.
• Anticipate needs with proactive tools that can drive customer behavior.
• Facilitate escalations to the proper avenue.
• Escalate and diagnose larger impact to our customer base and take appropriate action.
  
  

Manage Cross-Functional Teams

• Facilitate and own regularly scheduled meetings with internal teams; maintain issues list and current status through common tool.
• Facilitate and run customer program meetings.
• Manage customer operational needs in relationship allowing Account Executive to focus on Strategy, Sales and Retention.
• Provide internal status to broader NCR Voyix team around the customer engagement.
  
  

Problem Solving

• Direct and identify areas of opportunity where continuous improvement can be applied.
• Apply critical thinking skills; utilize appropriate resources within the company to solve issues, identify root cause and carry to resolution.
• Manage issues with a focus on global impact (solve once for many)
• Identify new business opportunities while partnering with the account team.
  
  

General Knowledge, Skills And Attributes

• Manage customer expectation and effectively communicate the company position creating the best possible outcome. Actively seek opportunities to create “customer success.”
• Develop multiple layers of relationships within the customer.
• Establish rapport and know your audience, know how they define success.
• Possess an understanding of customer’s business and their goals.
• Advocate for the customer within NCR – understanding and balancing needs of customer with the goals/direction of NCR.
• Build strong internal collaboration – continually building strong relationships with internal partners (Sales, Product, Customer Support, Implementations, PS, Interfaces).
• Facilitate and drive customer collaboration.
  
  

Basic Qualifications

• Bachelor’s Degree or equivalent work experience
• Minimum 8 years project/program management experience
• Minimum 2 years account management or consulting experience
• Financial Industry experience is a plus.
• Proven project management skills
• High level of proficiency in Microsoft 365, Microsoft Project or comparable collaboration tools
• Advanced computer skills and ability to quickly learn proprietary applications and emerging technology.
• Highly motivated individual with the ability to learn quickly and work with a variety of individuals in both team and self-directed environments.
• Effective communication skills, both written and verbal
• Detail oriented with ability to identify potential issues, recommend and implement resolution plans.
• Ability to multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise; good problem-solving skills; ability to respond in a crisis; ability to rally a team; proven leadership skills.
• High degree of organization and attention to detail.
  
  

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is Candescent’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.