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Customer Experience Program Manager

Datto, the world s leading provider of IT solutions delivered through managed service providers, is looking for a Customer Experience Program Manager to join a rapidly growing team. Datto is an innovative company at its core and is an exciting and dynamic workplace. We are 100% focused on our managed service provider partners and believe that with the right technology, managed service providers can change how businesses around the world operate. Datto provides data protection, business continuity, networking, business management, and file backup and sync products that enable and protect the clients of our 14,000+ partners. We are headquartered in Norwalk, Connecticut and have 22 offices worldwide.


The Customer Experience Program Manager will focus on raising awareness of the customer s experience to the Customer Experience teams: Support, Training, Services, and Success. We are looking for a person that will be an advocate for the customer's voice; from providing best in class service, to following up with feedback from our customers. This position will be responsible for collecting, analyzing customer feedback, and following up with projects/programs to better our experience at Datto. As part of the Customer Experience Business Intelligence Team, you will review, analyze and identify trends in customer experience data. Analysis of the data will result in programs to improve the customer experience of partners with data-driven programs. Additionally, in this role, you will assist in standardizing and simplifying the customer experience process (including data collection, reporting, communication, and closed-loop feedback). The right candidate will be confident navigating ambiguity and enthusiastic about raising awareness of the customer experience, translating their feedback into action, and following up with projects and data-driven decisions that align with company goals.


Does this describe you:


You're a creative problem solver!


A look inside the job:


Focus on customer research and analytics:

  • Design, execute, and manage customer research, in collaboration with internal and external research partners, to define customer satisfaction metrics, measure customer support experience satisfaction, and identify opportunities to improve CX
  • Work closely with the Business Intelligence team to create hypotheses and translate them into analysis requirements; identify meaningful insights and recommendations to improve the customer experience

Program Management:

  • Coordinate and lead complex CX efforts that align with company and departmental goals, including scope alignment with cross-functional departments, design, data collection, data analysis, recommendations and presentation of results

Customer Feedback Management:

  • Manage the direct feedback from our customers through one on one interviews, poor feedback follow-ups, and adjusting surveys to industry best practices

Reporting:

  • Create reports on customer-facing metrics, customer feedback, and success of programs

About You:

  • BA/BS degree
  • 1-3 years experience in customer experience design, preferably within a support environment
  • Proven project management skill set, able to lead meetings/projects with cross-functional teams, task prioritization, setting timelines/roadmaps
  • Experience influencing and earning the trust of senior stakeholders and motivating teams to take action
  • Passion and ability to be creative within the constraints of business priorities, resources, etc.
  • Strong sense of urgency for and commitment to the customer
  • Self-starter and an independent thinker who follow-ups on responsibilities promptly while being a team player
  • Previous experience with customer relationship experience/centricity
  • Experience with data-driven teams
  • Experience with CSAT, CES, and NPS
  • Excellent analytical capabilities
  • Excellent written and verbal communication skills, organizational skills, and highly developed interpersonal skills
  • Intermediate Excel skills (vlookup, pivot tables)
  • Business Intelligence toolset experience preferred; SQL and Tableau (or other visualization platforms) experience preferred
  • Proven track record of delivering projects on time, according to requirements and within budget, and following an established project process (CAPM certification a plus)

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Comprehensive health-care benefits
  • Free lunch every Friday
  • Flexible working hours
  • Unlimited paid time off
  • Free food, drinks, and fresh organic fruit
  • Fitness reimbursement
  • Charity match program
  • Transit subsidy in select cities
  • Education reimbursement
  • And more!

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our.


Datto is an equal opportunity employer.




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