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Solarwinds Inc. Voice of Customer, Program Manager in Morrisville, North Carolina

Overview

SolarWinds MSP is looking for a Voice of the Customer (VotC) Program Manager. This role will be responsible for establishing and managing our global Voice of the Customer Program. As Program Manager you will help champion a customer centric culture across our business by understanding and utilizing customer feedback to improve the customer experience through each stage of the customer lifecycle. This role requires experience running a VotC program, proven project/program management expertise, technology and data aptitude, and an ability to act tactically and strategically.

This role is made for you if you:

  • Have apassion for customer experience with an “outside in” approach

  • Are in the business of behaviour change, not just knowledge exchange

  • Are a creative & proactive program leader capable of driving projects and programs forward

  • Have excellent interpersonal skills including strong listening, written and verbal communication

  • Embody the leadership qualities of collaboration, adaptability and stakeholder focus

  • Are as comfortable with local and global working environments

Responsibilities

  • Create, manage and serve as the subject matter expert on multiple listening posts throughout the different stages of the customer lifecycle including but not limited to customer surveys, social media, and other sources as required.

  • Own the strategy and execution of our processes for driving customer reviews across major review sites, including (but not limited to) Capterra, G2Crowd, and Gartner Peer Insights.

  • Perform analysis on quantitative and qualitative data and present insights/recommendations to stimulate action.

  • Identify key opportunities/leverage points for improving the customer experience and building customer advocacy and loyalty

  • Collaborate with stakeholders across the globe to champion customer-centricity and the use of customer feedback to improve the customer experience.

  • Work with 3rd-party service provider and internal IT team to ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner.

  • Keep up with new CX trends, best practices and technologies

Qualifications

  • 3+ years of work experience managing a global VOC program that has improved customer experience

  • 3+ years in program or project management: able to prioritize, scope, plan, budget and execute to independently move programs forward

  • Demonstrable experience measuring and improving Net Promoter Score and customer satisfaction scores

  • Business acumen and entrepreneurial spirit: high intelligence & ability to quickly grasp complex business issues

  • Critical thinking: strong reasoning & analytical skills; able to structure thinking into logical flow and sequence that’s easy for others to understand; able to create and work with conceptual frameworks

  • Self-Management: able to know and manage your time and your commitment; adaptable with a growth mindset in support of your own work; acts with urgency and integrity and with a high attention to detail

  • Stakeholder management: able to establish positive cross-functional relationships; taking responsibility as they may come and held accountable for the results

  • Demonstrated ability to effectively communicate to, motivate and inspire a diverse group of individuals, including senior management

  • Bonus qualifications/experience:

  • CX Certification (e.g., CCXP, Forrester, etc.)

  • Familiarity with design thinking, journey mapping and/or lean six sigma

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2019-13573

# Positions 1

Category Engineering

Position Type Regular

Business Group MSP

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