Program Director, Voice of the Customer

Company: Apttus
Location: Broomfield
Posted on: February 25, 2021

Job Description:

Our new company (Conga) was created on May 7, 2020 following the merger of Conga and Apttus. The combining of these two powerful companies creates a leader in mission critical business process solutions. The new Conga is poised to provide the most complete offering in the market to digitally transform the foundational elements of business - documents like quotes, contracts, and the processes that surround them - to achieve commercial excellence. With dual headquarters in Silicon Valley and Denver, Conga offers a competitive pay package, strong employee benefits, and a culture that is centered around our core values. Conga is a place where people from all backgrounds can contribute their unique skills and ideas, make an impact on our business and our customers, and give back to our communities.--- Brief Description: The Program Director will lead the strategy, launch, and execution of a comprehensive Voice of Customer (VoC) program at Conga. The Program Director is responsible for leading a team and our VoC measurement and management program; establishing communication channels that provide deep insights about customer and partner journeys, loyalty, and drivers of business results; partnering with business leaders and stakeholders to develop strategy and implement best practices to enhance customer experiences and business performance; and demonstrating the value and impact of delivering on customer and partner experiences. Job Responsibilities:

• Oversee and lead a comprehensive VoC strategy that creates strong communication channels between customers and Conga for product, customer experience, and value proposition
• Develop an integrated, actionable customer and partner listening program
• Deliver rigorous analyses of customer feedback, journeys and pain points using leading methodologies
• Synthesize various sources of information, develop compelling insights, and deliver story-driven reports/presentations with strategies and recommendations on which stakeholders can act
• Create a standard way of acting upon customer feedback.
• Educate through customer stories, building internal empathy and understanding.
• Use VoC to facilitate the design and activation of differentiated customer experience, value propositions, and go-to-market strategies.
• Effectively measure the impact of increases in customer advocacy on business and operational KPIs.
• Collaborate and work cross-functionally with Customer Success, Marketing, Sales, Product and Services to improve customer and partner loyalty and retention, and other core KPIs.
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat) surveys and other feedback sources.
• Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services.
• Determine appropriate cadence and forums for sharing VoC results to Conga leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for improvements Job Requirements:--
  • Bachelor's degree required, Master's preferred
  • Demonstrated ability to transform organizations to deliver value to customers.
  • 5+ years of progressive responsibility for Voice of the Customer program methodologies.
  • Related experience in SaaS B2B organizations is a strong plus.
  • Experience with different VoC tools and methods (such as primary research, Net Promoter Score and CSat).
  • Extensive experience within the customer journey processes.
  • Excellent communication, presentation, interpersonal and analytical skills.
  • Ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
  • Ability to manage ambiguity, work autonomously, and multi-task in an agile environment.
  • Ability to meet ambitious deadlines and deliver high-quality work on schedule.
  • Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required Our shared values: The Conga Way-- A successful candidate will embody the essence of a Conganeer through demonstration of critical behaviors of The Conga Way:
    • Embracing an Entrepreneurial Spirit
    • Achieving Together
    • Championing the Customers The Conga Way is a core element of the Culture and Talent focus at Conga. This philosophy shapes the personality of our organization, defines how we show up every day and provides clarity about how we work together. Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.-- All your information will be kept confidential according to EEO guidelines. Posted 12 Days Ago Full time JR-655 About Us Apttus is the global leader in the quote-to-cash solutions space. Headquartered in San Mateo, Apttus currently has nine offices worldwide and we're continuing to recruit the best and brightest from around the globe. Our people are what make Apttus successful. Check out our current openings and join our rapidly expanding team today!

Keywords: Apttus, Broomfield , Program Director, Voice of the Customer, Executive , Broomfield, Colorado