Technical Program Manager
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Job Description
Senior Technical Program Manager at Ditto overseeing post-sales customer implementations and account renewals. Connecting customer needs with engineering deliverables for enterprise clients.
Responsibilities:
- Build and maintain documented program plans for every assigned account, covering milestones, risks, dependencies, and clear ownership
- Drive customer implementations from kickoff to production, working backwards from go-live to ensure nothing falls through the cracks
- Translate customer requirements into actionable engineering deliverables in partnership with Product, Engineering, and FDEs
- Manage parallel workstreams across multiple accounts without losing track of what is at risk
- Partner with the AE as a peer, not a support function, proactively keeping them informed of account health, customer sentiment, and any signals that have commercial implications
- Coordinate across engineering, product, support, and FDE to move customer programs forward without direct authority
- Own incident and escalation management end-to-end: route clearly, communicate accurately to the customer, and close the loop
- Be the single point of accountability for your accounts internally. If something is falling through the cracks, you catch it.
- Own renewal outcomes for your portfolio. Renewals should never be a surprise.
- Align with the AE on a shared account narrative. Customers should never experience a gap between what sales told them and what post-sales is executing against.
- Surface expansion signals and route them to the AE with the context needed to act
- Establish trusted advisor status with customer engineering leads, project managers, and executive sponsors
- Conduct QBRs and executive business reviews that reflect real program status, not just a health score
- Help refine the playbook. Ditto's enterprise engagement model is actively evolving and this role will contribute to it.
- Contribute structured account intelligence back to product and engineering through the voice of your customers
Requirements:
- Demonstrated experience managing complex technical implementations with direct customer-facing accountability
- Proven ability to translate ambiguous customer requirements into specific, actionable engineering deliverables
- Experience and comfort owning commercial renewals and retention outcomes without carrying a formal quota
- Comfort operating in fast-moving, under-defined environments
- Strong written and verbal communication with both technical audiences (engineering leads, developers) and executive audiences (VP, C-suite)
- Experience coordinating across internal teams including engineering, product, and support without direct authority
Benefits:
- Health, dental, vision, life, and disability insurance
- 401(k)
- Flexible spending accounts
- Flexible time off
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