At a glance
- Workplace
- Remote
- Location
- New York, NY · NY
- Salary
- USD 100,000-150,000
About the role
- The Program Manager (PgM) is a strategic, client-facing delivery leader responsible for orchestrating all contracted activities across a defined customer portfolio.
- This role acts as a trusted partner to clients, Customer Success, Sales, Product, and delivery teams, ensuring Zeta’s commitments are translated into measurable business outcomes, strong governance, and a high-quality client experience.
Responsibilities
- Works with Customer Success and delivery teams across the client lifecycle, from onboarding through ongoing delivery, adoption support, and renewal readiness.
- Serves as a client-facing delivery partner alongside Customer Success, building trusted relationships with senior client stakeholders, understanding their business priorities, and supporting timely, transparent, and commercially aware communication.
- Acts as an escalation point for delivery, resourcing, and service issues within the assigned portfolio subset, driving cross-functional resolution and clear decisioning.
- Ensures delivery of all contracted activities for each assigned client, maintaining scope of alignment, prioritization discipline, and on-time execution against commitments.
- Plans, schedules, and forecasts retainer work, including capacity planning, utilization tracking, and short- and long-range delivery roadmaps.
- Manages retainer financials, including forecasting, burn tracking, invoicing inputs, and proactive identification of risks, constraints, and opportunities.
- Leads delivery of smaller projects where no dedicated Project Manager is assigned, including management of timeline, scope, risks, and stakeholders.
- Coordinates closely with assigned Project Managers on complex implementation work, ensuring effective dependency management, governance alignment, and consistent client communications.
- Manages resources across all retainers and small-project delivery, balancing competing priorities across the portfolio, and proactively escalating resourcing constraints.
- Owns portfolio-level risk, issue, and dependency management, maintaining RAID logs and escalating to the Program Director with recommended mitigation plans.
