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Customer Success Program Manager

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Customer Experience
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181C3 Requisition #
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JOB SUMMARY:
Support our demand generation strategy managing our customer feedback efforts to improve and measure the customer experience.  This team member will be measured on his or her ability to communicate effectively with a variety of technical and non-technical teammates and to utilize customer feedback to drive change in a timely and accurate fashion.

ESSENTIAL/PRIMARY DUTIES:
•Develop and lead Midmark’s customer feedback efforts, including developing and executing a voice of the customer strategy through customer surveys and market insights
•Manage the development and deployment of surveys or research that assess customer needs or wants, evaluate business drivers, and identify strategic business opportunities.
•Analyze findings and develops product or marketing recommendations meant to create value or increase penetration or market share
•Responsible for analysis, support and training for all aspects of the Net Promoter Score closed loop process with focus on Reporting and Survey Administration.
•Responsible to monitor on an on-going basis, dashboards displaying key metrics impacting customer loyalty, customer satisfaction, and customer effort.
•Review and tag survey responses daily to establish themes enabling data driven decision making.
•Work closely with CIEM and key decision-makers within Midmark as an advisor and partner on strategic issues.
•Change agent for improvements from responses to incorporate ‘quick wins’ from customer feedback.
•Manage Midmark’s customer journey map and use to drive customer feedback channels throughout the organization. 
•Design qualitative and quantitative research plans for content marketing efforts, developing commercial insights and for products or services in all stages of the development process
•Conduct buyer journey research, and help our team optimize our website, marketing touchpoints, and sales approach accordingly.
•Compile, interpret, and analyze data from our systems, write reports, and make actionable recommendations
•Communicate with peers and management to understand researching findings
•Maintains market intelligence database and provides quarterly reports per product line

SECONDARY DUTIES:
•Conduct research surveys as needed for the organization.
•Prepare and present themes, progress and updates to various audiences throughout the organization.
•Responsible for coordinating and driving the Motivator program.
•Support CareFactor program and collecting customer feedback 
•Research market conditions and conducts feasibility studies to determine market demand for existing and new products or services

 EDUCATION and/or EXPERIENCE:
Bachelor's degree in marketing or a relative field with 5 or more years of experience. 

COMPETENCY/SKILL REQUIREMENTS: 
•Candidates must possess strong analytical, written and verbal communication skills
•Ability to identify and seek needed information/research skills
•Proficient in Microsoft office
•Effective communication and presenting skills 
•Net Promoter experience and/or certification a plus

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