MongoDB14 дней назад
Customer Experience Manager
Зарплата не указана
Austin; Boston; Denver; New …
Обязанности
- 01Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs
- 02Own the design, administration, reporting, and continuous improvement of customer listening programs and experience measurement frameworks
- 03Develop scalable approaches for combining structured and unstructured customer signals into a unified view of the customer experience
- 04Leverage AI, natural language processing, sentiment analysis, and emerging technologies to identify trends and root causes across feedback channels
- 05Build frameworks for detecting early warning signals and opportunities for proactive intervention
- 06Utilize GenAI-powered tools to accelerate insight generation and surface customer patterns at scale
- 07Synthesize customer signals across multiple touchpoints to uncover systemic issues
- 08Translate customer insights into clear, compelling recommendations that influence decision-making
- 09Facilitate cross-functional reviews and action-planning sessions to drive accountability for improvement
- 10Partner with Product, Engineering, Customer Success, Support, Marketing, Sales, and Operations to implement experience enhancements
- 11Own and continuously improve the organization's closed-loop feedback strategy
- 12Partner with frontline teams to establish and maintain effective customer response processes
- 13Monitor closed-loop performance and identify systemic issues requiring broader action
- 14Track the impact of actions taken in response to customer feedback
Требования
- 016+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or a related discipline within a B2B SaaS or enterprise environment
- 02Experience designing and operating customer listening programs and translating customer feedback into business action
- 03Demonstrated ability to synthesize quantitative and qualitative customer data into actionable insights and recommendations
- 04Experience working with customer feedback platforms such as Medallia, Qualtrics, or similar experience management solutions
- 05Familiarity with AI-enabled research, text analytics, sentiment analysis, or other approaches for analyzing unstructured customer feedback
- 06Experience managing closed-loop feedback programs and customer recovery processes
- 07Proven ability to influence stakeholders and drive alignment across complex, cross-functional environments
- 08Strong analytical, communication, and storytelling skills, including experience presenting insights to senior leaders and executive audiences
- 09Ability to manage multiple priorities and operate effectively in a fast-paced environment
Условия
- 01This role can be based out of one of our US offices or remotely in the US region