Job title: Program Manager
Location: Mumbai, India
About LRN:
Do you want to use your Program Management expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact.
LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC and LatAm. More than 2,500 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.
About the role:
The Account Program Manager (PGM) is a strategic delivery partner, responsible for ensuring successful execution of contract entitlements for managed accounts. As the orchestrator between client goals and internal execution teams, the PGM ensures delivery alignment, stakeholder satisfaction, and operational efficiency. PGMs proactively mitigate risks, support account growth, and streamline collaboration across functional teams. This role is critical in stabilizing at-risk accounts and shaping scalable solutions that drive long-term client success.
Your responsibilities will include:
Client Support & Success:
- Ensure clients receive their full contractual entitlements.
- Monitor risks, manage escalations, and proactively solve delivery challenges.
- Identify upsell and expansion opportunities in coordination with Sales and Customer Success teams.
- Maintain high satisfaction through roadmap oversight and stakeholder engagement.
Delivery Coordination & Collaboration:
- Act as the operational hub between Sales, Delivery, Product, and Support teams.
- Plan a program of work and coordinate cross-functional execution of client programs with a clear structure and accountability ensuring delivery to overarching plan.
- Oversee and track deliverables and SLAs across internal teams, including Project Managers.
- Escalate and track resolution of product-related issues.
- Ensure effective client ticket management and triage processes are followed.
- Design reusable and scalable delivery frameworks prior to project execution by PMs.
Account Stabilization & Growth:
- Lead turnaround efforts for Red and Amber status accounts.
- Partner with Sales and Customer Success to stabilize relationships and ensure renewal readiness.
- Facilitate structured solutioning conversations with CSMs and BSMs.
Client Communication & Advocacy:
- Act as the main point of contact for clients on delivery matters.
- Represent client priorities internally and advocate for their needs across teams.
- Manage executive and operational communications with clarity and transparency.
Process Improvement & Operational Efficiency:
- Identify gaps in workflows and propose improvements to enhance scalability and impact.
- Drive refinement of internal systems within the Bespoke and Professional Services teams.
- Contribute to playbooks, templates, and process documentation to enable consistent program execution.
Core Activities :
- Track and monitor delivery against contractual commitments.
- Coordinate internal collaboration across Delivery and Support.
- Keep clients informed and aligned on milestones and deliverables.
- Ensure PGMs are informed of contract changes, new projects, and customization needs.
- Collaborate with Delivery PMO to maintain visibility into managed account updates.
- 8+ years of experience working in a business environment, providing project management or Business-to-Business client support services
- Ideally 3-5 years of experience, working closely with sales people to service and support clients
- Excellent communication and stakeholder management skills
- Some knowledge or experience supporting individuals who are using a business application
- Must know how to use office related products (i.e. excel, word, powerpoint) and a working knowledge of technology and system interfaces.
- Must be able work with technical individuals and translate technical speak to clients
- Must be able to bring clarity, structure and discipline to a variety of situations and environments
Preferred:
- Knowledge of ethics & compliance or experience in a SaaS environment.
- Familiarity with managing Learning Management System (LMS) projects.
- Japanese speaker (JLPT- N3 and above), will be an added advantage
Shift Requirements:
- You are expected to work in rotating shifts which will include working in Night Shifts and early Morning Shifts as required to support global clients.
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
