Customer Experience Manager
il y a 4 semaines
Contentsquare is a digital experience analytics company dedicated to better customer understanding and making the digital world more human. We power more human experiences through understanding, action, and trust.
Our MissionWe strive to create a consistent experience for our customers, leveraging our industry-leading product to drive growth and customer satisfaction.
Job SummaryWe are seeking a Senior Program Manager to join our Customer Experience and Customer Marketing team. As a Senior Program Manager, you will be responsible for strategizing, launching, and running customer programs that engage customers, transform them into advocates, and impact growth.
Key Responsibilities- Program Management: Own the process of implementation of any new program or tool supporting a customer program.
- Internal Alignment: Align with key stakeholders on each program's objectives, deployment methods, and technical resources when necessary.
- External Coordination: Coordinate with vendors from the buying process to the daily use of their tools.
- Benchmarking: Conduct benchmarking to ensure our customer programs are best-in-class.
- Tooling Budget Management: Manage tooling budgets to ensure efficient use of resources.
- Unify the ecosystem of customer programs across the company for the three former brands, Hotjar, Contentsquare, and Heap.
- Adapt each program to the appropriate customer segments and legacy brands when relevant.
- Deploy the new brand changes to all existing programs, focusing on building a cohesive and comprehensive ecosystem for customers.
- Coordinate the animation of the Contentsquare Community, with over 8,000 members, to increase customer interaction and engagement.
- Outline Contentsquare's Customer Journey, identifying high and low points, and leveraging the Voice of Customer program with surveys to provide key business and organizational improvement recommendations.
- Lead a team of one Customer Program Manager, providing clear direction, realistic goals, professional development, and career-building mentorship.
- At least 5 years of work experience in project management, customer programs, and customer relationship management.
- Excellent English communication skills, through written, verbal, and presentations, to bring clarity and influence at all levels without formal authority.
- Strong adaptability and pragmatism, with interpersonal skills to get along with people easily and move forward regardless of the context.
- Action-oriented, proactively addressing issues by bringing in the right people for quick solutions, even if it falls outside immediate responsibilities.
- Curious and hands-on, capable of both deep diving into details and zooming out to see the bigger picture, depending on the situation.
- Autonomous, able to set your agenda and take initiatives without needing direction.
- A manager with a strong diplomatic bent, using relationship skills to bring multiple stakeholders aligned both at a strategic and execution level.
We're humans first, hiring dedicated people and providing them with trust, resources, and flexibility to get the job done. We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are a fast-growing company with a track record of success over the past 12 years, yet we operate with the agility of a startup, offering a huge chance to create an immediate and lasting impact. Our clients, partners, and investors love our industry-leading product.
BenefitsWe offer many benefits, including virtual onboarding, hackathons, and opportunities to interact with your team and global colleagues both on and offsite each year. We have hybrid and remote work policies, generous paid time-off policies, immediate eligibility for birthing and non-birthing parental leave, wellbeing and home office allowances, and a culture crew in every country to coordinate regular outings. Every full-time employee receives stock options, allowing them to share in the company's success.
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