Posted By: Sandy Preto <laura@channel-impact.com><br />
Credit Card Charge of 39, Ref # AI3A8F581896<br /><br />
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Please direct your responses to: https://channel-impact.secure.force.com/careers/ts2__Register?jobId=a0K1L0000123SrPUAU&tSource=<br /><br />
(v1.08 - 1576779320) - Channel Impact is seeking a Customer and Partner Listening Program Manager to join our team. In this role, you will work side-by-side with our high-tech client to program manage customer/partner listening research, analysis, activities and programs. The ideal candidate will have a strong understanding of the customer listening disciplines and is experienced at leading the design and execution of customer experience research and analysis efforts. You�d be responsible for building customer empathy in the business by using qualitative and quantitative data to build a complete picture of the customer, identifying their needs and expectations, roadblocks and pain points, to drive the evolution of our products and services for an optimal customer experience. <br />
This is a W2 opportunity with Channel Impact and includes benefits.<br />
This role is based either out of the San Francisco Bay Area (South Bay) or Raleigh, NC.<br />
What you’ll do:<br />
This role works cross functionally within the client’s Customer Experience, Sales, Marketing, and IT organizations, playing a leadership role in transformation by developing and implementing analytical models and intelligent automation to drive toward a data-driven digital organization.<br />
Create and execute research strategies and plans to collect and analyze both qualitative and quantitative data<br />
Facilitate the complete research lifecycle, including defining sample strategies, recruiting participants, creating protocols, conducting customer experience research, facilitating/moderating events, data analysis, creating summary reports of findings and recommendations, and presentations to key stakeholders<br />
Utilize research data and insights to represent a comprehensive view of customer and partner needs and pain points to appropriate business owners, ensuring improvement priorities and investments are responsive to feedback and sentiment<br />
Execute on “Voice of the Customer” strategies that capture the end-to-end customer journey as part of the client’s methodology and practice<br />
Identify and track business and customer experience metrics that correlate to the customers’ outcome/effort/experience performance<br />
Collaborate on customer experience improvement efforts, using human-centered design methods and co-creation to ensure we solve the right problems for our customers<br />
Build cross-functional relationships and drive Customer Experience guiding principles throughout culture and business processes<br />
Drive regular reviews to give key stakeholders visibility into the customer success portfolio improvements<br />
Participate in UX/UI concept testing & research to guide the business in developing products, solutions and services that are right for the customer<br />
Contribute to external communications that share improvements with employees, customers and partners<br />
You’re a great fit if you have:<br />
3+ years of experience in a customer or partner experience role at a large enterprise business<br />
5 years project management/program management experience in a large enterprise business<br />
3 years experience designing, planning, and driving customer research efforts<br />
3 years of customer-facing roles preferred<br />
Bachelor�s Degree required; MBA is a plus<br />
No phone calls please.
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