Customer Experience Champion

Job Description:

JOB SUMMARY:

This position is responsible for the collection and delivery of customer feedback insights to inform experience improvement roadmaps and priorities.   The testing of concepts and programs that are integral to both customer and employee satisfaction. 

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

Communication

• Work in partnership with our customer communications team to create and execute on a drip communication and webinar campaign, focused on highlighting the improvements made from customer feedback.
• One to many outreach to customers as fixes or optimizations occur that they have provided feedback on (i.e. closing the outer loop)

Roadmap Development & Management

• Tracking progress made on the customer experience improvement roadmaps.  
• Administrative tasks related to the Customer Experience Forum & analytics readouts:   preparing agendas, materials, managing calendars, taking notes, and managing follow-ups. 

Headwinds & Tailwinds

• Tracking headwinds and tailwinds to highlight impacts to customer experience. 

Customer Delight Initiatives

• Test and learn with the implementation of several customer delight concepts. 

Employee Delight Initiatives

• Test and learn with the implementation of several employee delight concepts.

Technical Requirements, Workflows & Dashboards

• Work with business units across the organization to develop a viewpoint on what workflows, data and dashboards are required to help enhance their use of the Gainsight technology.  Gainsight technology should be used to understand customer experiences, create and execute on calls to action, capture conversations and follow-up and capture rich feedback data. 
• Facilitate conversations around needs and create requirements documents for the Gainsight Admin to execute upon.

Training Development & Delivery

• Create and deliver closed loop training materials to our customer success management teams.

Customer Outreach

• Play a pivotal role in reaching out to a sub-set of customers to understand at a deeper level, their experience with our organization (i.e. closing the inner loop).
• Consolidate this feedback into Gainsight, to be considered in the larger customer experience feedback ecosystem. 
• Facilitate focus groups with our customers on various topics. 

Outreach Management

• Manage and encourage teams across the organization to perform outreach to the customer-base, perform analysis on impact to CX.

Technical Programming & Management

• Manage the development of a Gainsight repository for the collection of granular customer feedback that is captured from teams across the organization while interacting with customers.  Perform analysis on efficacy, and manage adjustments where needed. 

SUPERVISORY RESPONSIBILITIES:

N/A at this time

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to thrive in a dynamically changing work environment.
• Ability to work effectively both independently and as part of a team.
• Ability to develop lasting partnerships with internal and external business partners and customers.
• Strong project management skills, attention to detail, and organization.
• Intellectual curiosity and the desire to build new skillsets. 
• Confident communication skills and inclination to build collaborative working relationships with executives across the firm.
• Action orientation, willingness to take the initiative, and a desire to roll-up sleeves and dig into the depths of the business.
• A commitment to constant self-improvement and a willingness to be coached.
• Grace under pressure and a positive attitude.
• Contribute to a positive team culture that values high performance, transparency, and work-life integration. 

EDUCATION AND TRAINING:

• Bachelor’s Degree in a related field.
• 8 or more years’ experience in customer experience or customer success positions. 

• 2 or more years of technical experience with survey platform technologies (such as Medallia, Qualtrics, Gainsight).
• Technical CX system admin certification(s) required.

• 2 or more years of technical experience with CRM platform technology (such as Salesforce, Redtail).
• Expert level proficiency with the Microsoft Excel and PowerPoint.

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.