Customer Experience Program Manager – Office Timeline

We are searching for

We are looking for a skilled Customer Experience Program Manager to lead and design our customer success initiatives in the Office Timeline project, focusing on learning and training content as well as community engagement through product-led growth (PLG) strategies.

The ideal candidate will be adept at enhancing customer success experiences across multiple channels, helping users achieve their goals, collecting feedback to improve our offerings, and ensuring customers derive maximum value, thereby increasing adoption and retention.

This role also includes representing the customer’s viewpoint by synthesizing and communicating user needs and product feedback to our product and engineering teams.

If you meet the qualifications and are interested in joining our team, please submit your CV for immediate consideration! You can also reach us at jobs@rms.ro.

*This position is available exclusively for Romania

Responsibilities

Activities will include:

• Define and manage the program roadmap for customer experience enhancement and engagement, ensuring alignment with company objectives.
• Build, manage, and grow online community platforms to foster user connection, support, and engagement.
• Continuously improve existing processes and automation, and lead the development and implementation of new programs.
• Develop and maintain the Knowledge Base and Learning Library in collaboration with Marketing, Product, and Engineering teams.
• Represent the customer experience in strategic planning sessions, using both quantitative and qualitative data to provide actionable insights and feedback to various teams.
• Identify and address trends in user experience, producing regular reports for Sales, Marketing, and Product & Engineering teams.​

Required Skills & Experience

• A bachelor’s degree or equivalent
• 3+ years of experience within a SaaS technology company with 1-3 years of Program Management experience, ideally working with Customer Success or Operations teams
• Experience with online customer communities and forums, including managing, moderating, and scaling
• Understanding of traditional, digital, and emerging marketing channels
• Familiarity with PLG best practices, and the latest technologies for helping to drive SaaS adoption, retention, and expansion
• Ability to work remotely and thrive in a fast-paced, high-growth technology environment
• Proficiency with Power Point, Excel, HubSpot, Front, Notion, and other relevant tools
• Excellent organizational and time management skills
• Strong written and verbal communication skills
• Flexible hours to stay connected with the US team

Benefits

• Excellent salary and benefits
• 22 paid vacation days, 2 additional Company paid free days (Christmas and Easter), loyalty program (additional vacation days for people employed for a certain number of years)
• Floating holidays (January 24^th, May 1^st, June 1^st, August 15^th)
• Continuous learning on all levels (fast integration for new employees, annual training program, professional certificates)
• 5 Company paid leave days for individual study on certificate/school/courses exams
• Flexible working time
• Fun, relaxed, and inclusive team & work environment
• A broad package of medical facilities for employee and one co-beneficiary
• Preferential banking services
• Monthly meal vouchers
• Legally accepted gift vouchers for employees and children of employees
• End year, Easter, and childbirth bonuses