Technical Project Manager, SaaS Operations
SaaS Operations | San Francisco, CA
AppDynamics is an application performance monitoring solution that uses machine learning and artificial intelligence (AI) to provide real-time visibility and insight into IT environments. With our unique AIOps solution, you can take the right action at exactly the right time with automated anomaly detection, rapid root-cause analysis, and a unified view of your entire application ecosystem, including private and public clouds. Using AppDynamics, you'll finally align IT, DevOps, and the business around the information that helps you protect your bottom line and deliver flawless customer experiences at scale.
What We Need
The SaaS Operations team at AppDynamics is looking for a skilled Customer Experience Engineer to help drive strategic customer initiatives. This individual will be specifically focused on executing customer programs, enhancing customer communications framework and increasing customer satisfaction and adoption of SaaS services.
This role requires someone with a passion for driving technical initiatives end-to-end by aligning cross-functional teams towards a common goal; someone who thrives in a fast-paced environment where collaboration, resourcefulness, and ownership are crucial. This individual needs to approach challenges strategically, with the goal of designing solutions and best practices which will allow us to tackle future projects more effectively. You will be responsible for orchestrating the successful delivery of projects on time and on budget.
Key responsibilities include:
Collaborate with in-house technical resources for complex operational projects, including customer on-boarding, communications and coordination with internal and external stakeholders. You will work closely with teams comprised of engineers, product managers, technical operations, compliance and security, customer support, and sales, among others.
Leverage technical & project management foundation to build comprehensive plans, identify risks, and ensure a smooth process; actively assist cross-functional teams to define and manage project milestones on the path to completion.
Provide necessary transparency to leadership. Maintain metrics which provide visibility to stakeholders regarding project progress and quality.
Acts as a liaison between technical operations, customer success, sales, support and development during customer issues to manage expectations.
Functional & Technical Skills:
Minimum of a Bachelor's degree in CSE, EE, CSM, related discipline OR equivalent work experience;
7+ years working on projects involving complex enterprise SaaS or Web Services environments;
Proven understanding and working knowledge of the software development life cycle and modern project management best practices, such as Agile, Scrum, ITIL, Six Sigma, etc.;
Experience managing customer-facing projects related to operations and/or technical support;
Experience managing multiple, simultaneous projects, customers and cross-functional dependencies;
Experience supporting and resolving customer escalations;
Working knowledge of Jira, or similar software for tracking and managing projects;
Experience working with MS Office, MS Project, or similar project / portfolio management tools.
Basic understanding of scripting with Ansible, Chef, Python and/or Shell strongly preferred, not required;
Familiarity with operational environment: Java, MSSQL or similar Relational Database, Glassfish App Server or similar desired, but not required;
Any exposure to monitoring tools (AppDynamics, Pingdom, Nagios or similar) desired, not required.
Excellent communication skills - oral and written. Listens and communicates effectively, super organized, natural multi-tasker, loves analyzing data and solving problems.
Evidence of successful internal & external customer relationship management, influencing, negotiating; the ability to manage multiple, competing stakeholders.
Works well under pressure, comfortable in dealing with conflict and meeting demanding timelines.
Recognizes the importance of continuous improvement and identify opportunities to streamline/optimize current practices in order to shorten delivery schedules, improve quality, and/or increase efficiency
Evidence of successful relationships with account and support teams.
We take great pride in the award-winning culture at AppDynamics. For example:
Medical, dental, vision coverage.
401k match (4.5%)
Wellness perks (gym, hobbies, education, store discounts, personal finance).
4 weeks paid time off (PTO), 5 days volunteer time off (VTO), 14 holidays (including 1 birthday PTO and 1 floating holiday).
Mandatory company shut down between Christmas and New Years.
Weekly catered breakfast and lunch, and all the snacks, fruits and drinks your heart desires, monthly happy hour events, and weekly massages.
Free shuttle service and pre-tax commuter benefits.
Just a Note:
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