Senior Program Manager Voice of the Customer
Senior Program Manager Voice of the Customer
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$ 117000 - 168000
1 Vacancy
Job Description
At Anaplan we are a team of innovators who are focused on optimizing business decisionmaking through our leading scenario planning and analysis platform so our customers can outpace their competition and the market.
What unites Anaplanners across teams and geographies is our collective commitment to our customers success and to our Winning Culture.
Our customers rank among the whos who in the Fortune 50. CocaCola LinkedIn Adobe LVMH and Bayer are just a few of the 2400 global companies that rely on our bestinclass platform.
Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas we behave like leaders regardless of title we are committed to achieving ambitious goals and we have fun celebrating our wins.
Supported by operating principles of being strategyled valuesbased and disciplined in youll be inspired connected developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self!
The Senior Program Manager Voice of the Customer will drive Anaplans customer feedback strategy ensuring that insights from customers shape business decisions and improve the overall customer experience. This position is a key part of the Customer Experience & Engagement function responsible for collecting analyzing and operationalizing customer feedback to drive measurable improvements.
This role will establish Anaplans customer feedback infrastructure focusing on NPS and a standardized framework for survey deployment result analysis and integration into postsale engagement and product roadmaps. This role will also develop and maintain feedback loops systematically sharing insights for action. The ideal candidate will collaborate crossfunctionally with Customer Success Product Marketing and Support to align customer insights with business objectives.
Responsibilities include:
Develop and lead Anaplans Voice of the Customer program ensuring customer feedback is systematically captured and acted upon.
Launch and refine NPS/CSAT programs establishing a structured approach to measuring customer sentiment segmentation and yearoveryear trends.
Create a structured pathway for customer feedback to influence the product roadmap with a focus on increasing customer satisfaction and engagement.
Collaborate with internal teams to embed customer insights into strategic planning ensuring a datadriven approach to experience improvements.
Define and track success metrics including NPS trends customer sentiment segmentation and feedbackdriven initiatives.
Partner with crossfunctional teams to enhance the customer journey ensuring feedback loops result in actionable improvements.
Develop and present executivelevel reports that translate customer insights into clear recommendations.
Stay informed on industry best practices for Voice of the Customer programs and continuously evolve Anaplans approach.
More about you:
57 years of experience in Customer Experience Customer Success or Voice of the Customer programs preferably in the SaaS industry.
Proven track record of analyzing customer feedback and driving measurable improvements.
Experience managing NPS/CSAT programs and leveraging insights to drive strategic decisions.
Strong communication and presentation skills with the ability to synthesize and present insights to senior leadership.
A strategic thinker who can translate data into actionable recommendations and influence crossfunctional teams.
Experience working with customer feedback tools and survey platforms (e.g. Medallia Qualtrics Gainsight or similar).
Strong organizational skills with the ability to manage multiple initiatives and stakeholders simultaneously.
Comfortable working in a fastpaced evolving environment with a high level of autonomy.
Base Salary Range:
$117000 $168000 USD
Our Commitment to Diversity Equity Inclusionand Belonging
Build your career in a place that thrives on diversity equity inclusion and belonging. We believe in a hiring and working environment where all people are respected and valued regardless of gender identity or expression sexual orientation religion ethnicity age neurodiversity disability status citizenship or any other aspect which makes people unique. We hire you for who you are and we want you to bring your authentic self to work every day!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process perform essential job functions and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.
Fraud Recruitment Disclaimer
It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals mainly through telephone calls emails and correspondence claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.
Anaplan does not:
- Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
- Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.
All emails from Anaplan would come from an @anaplan email address. Should you have any doubts about the authenticity of an email letter or telephone communication purportedly from for or on behalf of Anaplan please send an email to before taking any further action in relation to the correspondence.
Required Experience:
Manager
Employment Type
Full Time
