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Customer Success Program Manager

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: oDevelop and lead Midmark's customer feedback efforts, including developing and executing a voice of the customer strategy through customer surveys and market insights oManage the development and deployment of surveys or research that assess customer needs or wants, evaluate business drivers, and identify strategic business opportunities. oAnalyze findings and develops product or marketing recommendations meant to create value or increase penetration or market share oResponsible for analysis, support and training for all aspects of the Net Promoter Score closed loop process with focus on Reporting and Survey Administration. oResponsible to monitor on an on-going basis, dashboards displaying key metrics impacting customer loyalty, customer satisfaction, and customer effort. oReview and tag survey responses daily to establish themes enabling data driven decision making. oWork closely with CIEM and key decision-makers within Midmark as an advisor and partner on strategic issues. oChange agent for improvements from responses to incorporate 'quick wins' from customer feedback. oManage Midmark's customer journey map and use to drive customer feedback channels throughout the organization. oDesign qualitative and quantitative research plans for content marketing efforts, developing commercial insights and for products or services in all stages of the development process oConduct buyer journey research, and help our team optimize our website, marketing touchpoints, and sales approach accordingly. oCompile, interpret, and analyze data from our systems, write reports, and make actionable recommendations oCommunicate with peers and management to understand researching findings oMaintains market intelligence database and provides quarterly reports per product line SECONDARY DUTIES: oConduct research surveys as needed for the organization. oPrepare and present themes, progress and updates to various audiences throughout the organization. oResponsible for coordinating and driving the Motivator program. oSupport CareFactor program and collecting customer feedback oResearch 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: oCandidates must possess strong analytical, written and verbal communication skills oAbility to identify and seek needed information/research skills oProficient in Microsoft office oEffective communication and presenting skills oNet Promoter experience and/or certification a plusJOB 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: oDevelop and lead Midmark's customer feedback efforts, including developing and executing a voice of the customer strategy through customer surveys and market insights oManage the development and deployment of surveys or research that assess customer needs or wants, evaluate business drivers, and identify strategic business opportunities. oAnalyze findings and develops product or marketing recommendations meant to create value or increase penetration or market share oResponsible for analysis, support and training for all aspects of the Net Promoter Score closed loop process with focus on Reporting and Survey Administration. oResponsible to monitor on an on-going basis, dashboards displaying key metrics impacting customer loyalty, customer satisfaction, and customer effort. oReview and tag survey responses daily to establish themes enabling data driven decision making. oWork closely with CIEM and key decision-makers within Midmark as an advisor and partner on strategic issues. oChange agent for improvements from responses to incorporate 'quick wins' from customer feedback. oManage Midmark's customer journey map and use to drive customer feedback channels throughout the organization. oDesign qualitative and quantitative research plans for content marketing efforts, developing commercial insights and for products or services in all stages of the development process oConduct buyer journey research, and help our team optimize our website, marketing touchpoints, and sales approach accordingly. oCompile, interpret, and analyze data from our systems, write reports, and make actionable recommendations oCommunicate with peers and management to understand researching findings oMaintains market intelligence database and provides quarterly reports per product line SECONDARY DUTIES: oConduct research surveys as needed for the organization. oPrepare and present themes, progress and updates to various audiences throughout the organization. oResponsible for coordinating and driving the Motivator program. oSupport CareFactor program and collecting customer feedback oResearch 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: oCandidates must possess strong analytical, written and verbal communication skills oAbility to identify and seek needed information/research skills oProficient in Microsoft office oEffective communication and presenting skills oNet Promoter experience and/or certification a plus 181C3 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: oDevelop and lead Midmark's customer feedback efforts, including developing and executing a voice of the customer strategy through customer surveys and market insights oManage the development and deployment of surveys or research that assess customer needs or wants, evaluate business drivers, and identify strategic business opportunities. oAnalyze findings and develops product or marketing recommendations meant to create value or increase penetration or market share oResponsible for analysis, support and training for all aspects of the Net Promoter Score closed loop process with focus on Reporting and Survey Administration. oResponsible to monitor on an on-going basis, dashboards displaying key metrics impacting customer loyalty, customer satisfaction, and customer effort. oReview and tag survey responses daily to establish themes enabling data driven decision making. oWork closely with CIEM and key decision-makers within Midmark as an advisor and partner on strategic issues. oChange agent for improvements from responses to incorporate 'quick wins' from customer feedback. oManage Midmark's customer journey map and use to drive customer feedback channels throughout the organization. oDesign qualitative and quantitative research plans for content marketing efforts, developing commercial insights and for products or services in all stages of the development process oConduct buyer journey research, and help our team optimize our website, marketing touchpoints, and sales approach accordingly. oCompile, interpret, and analyze data from our systems, write reports, and make actionable recommendations oCommunicate with peers and management to understand researching findings oMaintains market intelligence database and provides quarterly reports per product line SECONDARY DUTIES: oConduct research surveys as needed for the organization. oPrepare and present themes, progress and updates to various audiences throughout the organization. oResponsible for coordinating and driving the Motivator program. oSupport CareFactor program and collecting customer feedback oResearch 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: oCandidates must possess strong analytical, written and verbal communication skills oAbility to identify and seek needed information/research skills oProficient in Microsoft office oEffective communication and presenting skills oNet Promoter experience and/or certification a plus
Salary Range: NA
Minimum Qualification
5 - 7 years

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