Solutions Program Manager

We are seeking a highly organized and technically minded Solutions Program Manager to own and drive the operational success of our strategic retailer programs. This critical role serves as the central operational hub of the Customer Success team, the primary interface between customer-facing teams (Sales and Customer Success) and all internal Technical teams, ensuring that customer priorities are understood, routed, executed, and delivered with speed and clarity.

You will drive program success by managing timelines, resolving cross-functional blockers, and maintaining a clear communication channel with enterprise customers as well as internal teams from a technical program management perspective. The ideal candidate thrives in fast-moving environments, communicates equally well with engineers and executives, and takes genuine ownership of outcomes.

Serve as the primary point of contact between the Customer team and technical decision-makers, determining ownership, routing priorities, and facilitating clear communication when deliverables span multiple areas.

Build and maintain a Live Tracker of open items with Technical teams; share status with the Customer Decision Maker regularly, taking initiative to resolve with urgency and in support of end-customer objectives.

Coordinate badge and hardware troubleshooting and installation logistics with Customer Success and the Infrastructure Technical team.

Collaborate with Sales, Customer Success and Product to define and refine customer program KPIs, use cases and business case; validate feasibility and propose timelines based on input from Technical Teams.

Facilitate technical communications and requirements gathering between customers and Technical Teams.

Support Product and Commercial teams in formulating comprehensive pilot scopes, defining KPIs, and establishing clear KPI measurement methodologies.