Program Manager

Mumbai, Maharashtra
Permanent
Full-time

2 months ago
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Position: Program ManagerLocation: Mumbai, IndiaAbout LRN:LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.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.RequirementsWhat you'll do:

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
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
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
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
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
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

What we're looking for:

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
Knowledge of ethics & compliance or experience in a SaaS environment
Familiarity with managing Learning Management System (LMS) projects
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

Benefits

Excellent medical benefits, including family plan
Paid Time Off (PTO) plus India public holidays
Competitive salary
Combined Onsite and Remote Work

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

LRN Corporation