Senior Technical Programs Manager

Turn technical expertise into meaningful customer impact. How can you help customers unlock more value from Coveo at scale? Our Technical Programs team combines product expertise, customer insights, and proactive engagement to help customers adopt, optimize, and evolve their use of our platform. We're looking for a Senior Technical Programs Manager to independently lead high-impact customer programs across North America, with a particular focus on customers in the Pacific time zone. Open to candidates anywhere in Canada, this role combines hands-on technical guidance with the opportunity to shape how we engage customers at scale. As our Senior Technical Programs Manager, you will: - Design and lead customer programs from strategy through execution, identifying customer segments, defining objectives, and delivering targeted engagements that drive adoption and measurable value. - Transform product telemetry and customer data into actionable insights, proactively identifying opportunities, anticipating challenges, and recommending solutions that improve customer outcomes. - Act as a trusted technical advisor, navigating complex customer needs, providing practical product guidance, and collaborating with internal teams to resolve challenges. - Lead customer onboarding, technical enablement, health checks, and strategic discussions, connecting Coveo's capabilities to customers' evolving business objectives. - Continuously improve program effectiveness by refining engagement strategies, optimizing processes, and establishing success measures that support scalable, long-term impact. - Extend your expertise across our customer base through webinars, Office Hours, and community resources, turning recurring customer needs into valuable learning opportunities. Here is what will qualify you for the role: - At least 5 years of experience working directly with complex enterprise customers in a software-as-a-service (SaaS) environment. - Strong technical understanding of sophisticated, configurable software platforms, with the ability to independently guide customers through technical decisions and best practices. - Demonstrated experience designing, executing, and optimizing customer-facing programs, managing complex priorities and delivering measurable outcomes with minimal oversight. - Excellent analytical, communication, and stakeholder management skills, with the ability to translate technical insights into compelling recommendations for diverse audiences. What will make you stand out: - Experience leveraging product telemetry, usage analytics, or customer health indicators to drive proactive engagement strategies. - A track record of improving customer engagement processes and scaling technical programs through innovative approaches. - Experience facilitating strategic customer conversations, including quarterly business reviews, product roadmap discussions, or technical workshops. - A natural ability to connect individual customer challenges to broader opportunities, influencing cross-functional teams and sharing expertise to elevate collective impact. Do you think you can bring this role to life? Send us your application, we want to hear from you! Join the Coveolife! We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background. This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume. Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact [email protected] to discuss your needs.