Senior Program Manager

Who We Are
Mindtickle is the leading AI-powered revenue enablement platform that combines on-the-job learning and deal execution to drive behavior change and get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product.

Our commitment to innovation has also earned us the 'AI-based Sales Solution of the Year' award in the 8th annual AI Breakthrough Awards program ( PR Newswire) , and a Gold Stevie Award for Sales and Customer Service ( Mindtickle )- recognition of our dedication to both product excellence and outstanding customer support.

Job Snapshot
The Program Manager, Services Delivery is an individual contributor responsible for  end-to-end program ownership  ,  customer communication  , and  successful execution of complex, customer-facing engagements  across Mindtickle's services portfolio. This role spans the full engagement lifecycle—from  pre-sales scoping and estimation  through  delivery, launch, and handover  —ensuring outcomes are delivered with high quality, predictability, and customer satisfaction.

This role emphasizes  hands-on delivery leadership  , not people management. The Program Manager is expected to be process-disciplined yet adaptable, comfortable leading customer conversations, managing expectations, resolving conflicts, and guiding stakeholders through ambiguity with a strong  customer-first mindset  .

What's in it for you
Program Ownership & Governance
Own assigned customer engagements end-to-end—from pre-sales scoping and kickoff through delivery, launch, and handover.
Define and maintain program governance artifacts, including delivery plans, milestones, dependency maps, decision logs, and risk registers.
Establish clear success criteria, scope boundaries, assumptions, and acceptance criteria in alignment with customer stakeholders.
Lead structured program cadences including internal syncs, customer working sessions, executive reviews, and milestone checkpoints.
Proactively identify risks, interdependencies, and delivery bottlenecks; align early with customers and internal teams on mitigation plans to avoid surprises.
Hands-On Delivery Execution
Act as the primary delivery lead and day-to-day customer contact, building trust and credibility with stakeholders at multiple levels.
Partner closely with cross-functional teams (Customer Success, Services Solutions, Product, Engineering) to ensure delivery aligns with intended business outcomes.
Translate customer needs into actionable work streams, timelines, and deliverables; drive alignment across teams.
Manage scope changes through structured change requests—clearly communicating impact on timelines, effort, and cost.
Navigate trade-offs and timeline adjustments using transparent, solution-oriented communication with customers.
Customer Experience, Communication & Quality
Drive a consistently positive customer experience across onboarding, configuration, enablement, launch, and post-launch stabilization.
Lead customer communication with clarity and confidence—status updates, expectation setting, and scenario-based guidance.
Use feedback loops, retrospectives, and proactive check-ins to surface concerns early and course-correct.
Manage customer conflicts professionally by identifying root causes, facilitating constructive dialogue, and driving resolution.
Monitor delivery health indicators including timelines, quality of deliverables, escalations, and customer sentiment.
Financials, Metrics & Operational Rigor
Own delivery financials and operational health, including:
Effort tracking and burn rate monitoring
Forecast and variance analysis
Scope change and margin impact assessment
Maintain accurate, up-to-date documentation, dashboards, and reporting for internal and customer visibility.
Ensure delivery hygiene and data accuracy across systems (project management tools, CRM inputs, internal trackers).
Cross-Functional Collaboration & Influence
Act as a strong connector across Delivery, Presales, Sales, Customer Success, Product, and Engineering.
Represent Delivery in customer conversations around solution constraints, trade-offs, timelines, and…