Program Specialist, SaaS & Services Success

Job title: Program Specialist, SaaS & Services Success

About the Role The Program Specialist for SaaS & Services Success will manage cross-functional customer programs, coordinating project activities, documentation, and program governance to ensure timely delivery and customer satisfaction. This role partners with PM, TS, HW, SW, and OPS teams to support onboarding, post-sale activities, and ongoing program improvement.

What You'll Do

• Initiate, plan, and execute tasks to support customer programs; collaborate with departments to align on program goals.
• Assign task owners and timelines, identify roadblocks, and adjust plans as needed; lead recurring meetings to drive task completion and milestone achievement.
• Develop and maintain task lists for each project; create tailored program training guides for customer-specific needs; document program requirements and ensure proper oversight setup; maintain internal setup documentation for cross-team communication; build and update Gantt charts to visually display timelines for internal teams and customers.
• Engage with customers to understand needs and recommend solutions; establish trust and maintain strong customer relationships; coordinate with cross-functional teams (PM, TS, HW, SW, OPS) to address customer requirements; monitor oversight systems to ensure supplier compliance and program integrity; track and verify orders to ensure proper materials and devices are delivered.
• Configure oversight pages for new customer programs; train Customer Support teams on program details and requirements.
• Track supplier compliance and report findings to internal teams and sales; collaborate with teams to improve program outcomes; support sales with quarterly business review (QBR) presentations; monitor open issues, provide updates, and facilitate resolution; gather customer feedback through surveys and supply chain outreach; lead internal stakeholder meetings to address open tasks; provide ongoing training refreshers for CS and TS teams; identify and communicate opportunities for growth in oversight services; generate compliance reports, trip analyses, and dashboard insights.

What We're Looking For

• Experience in program/project management for customer-focused SaaS/services with the ability to plan, execute, and track milestones.
• Strong collaboration and communication skills to work across cross-functional teams (PM, TS, HW, SW, OPS).
• Customer-facing mindset with ability to understand customer needs, build trust, and propose practical solutions.
• Ability to develop documentation, training materials, and program requirements; comfortable creating and maintaining Gantt charts and oversight documentation.
• Aptitude for process improvement, data analysis, and reporting; capable of generating insights from dashboards and compliance data.
• Experience coordinating onboarding and post-sale activities; ability to train teams and lead stakeholder meetings; proactive in identifying opportunities for growth.

Nice to Have

• Experience with SaaS and services in HVACR or related industries.
• Familiarity with project management tools and reporting platforms; comfort with training/enablement roles.
• Ability to work in a fast-paced, global company with a focus on sustainability and climate technology.

Compensation & Benefits

• Flexible and competitive benefits plans to meet individual/family needs.
• Flexible time off with paid parental leave (maternal and paternal), vacation, and holiday leave.
• Opportunities to contribute to innovative HVACR and cold-chain solutions on a global scale.