Customer Experience Strategy Manager

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Requirements:

• 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company.
• Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys.
• Knowledge of a variety of survey design and research methods.
• Experience using R programming or Stata for statistical analysis on customer experience data.
• Experience running churn and predictive models based on customer experience data.
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience in building trusting relationships and influencing others (including executive audiences).
• Strong analytical and logical reasoning skills; deep sense of curiosity.
• Comfort in a fast-paced environment, managing multiple projects simultaneously.
• Willingness to roll up your sleeves; no task is too big or small.
• Demonstrated passion for Customer Experience and acting as an advocate for customers.
• Strong presentation skills, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfortable in business and technical discussions. Ability to synthesize a broad set of information into a cohesive narrative.
• Experience using Qualtrics, Medallia, or similar enterprise-level experience management platforms.

Responsibilities:

• Build a world-class customer listening infrastructure
• Design and lead new and emerging Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process.
• Lead internal change management and training efforts related to new VoC programs.
• Derive actionable insights from quant and qual customer data. Top line and in-depth analysis of customer data to determine significance of trends, key drivers of customer experience, and impact on business and customer health.
• Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements. Lead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to determine, design and implement strategic solutions.
• Build and drive a robust closed loop process, ensuring world-class 1:1 follow up with our customers based on their feedback and issue resolution in real-time.
• Support the implementation of a customer experience management platform, which will centralize all channels of customer feedback into one tool.
• Operationalize a customer-centric culture at Samsara. Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller.
• Be a CX thought leader. Bring industry leading trends, technologies, best practices to Samsara to continually stay best in class on customer experience programs and approaches.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.