Voice of the Customer Program Manager
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Job Location:
Suwanee, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Voice of the Customer (VoC) Program Manager is the primary for driving an industry-leading customer experience program for QTS customers. This individual will guide the customer listening strategy create and maintain structured surveys and communicate results to leadership. The VoC Program Manager will work with other groups within QTS to share insights of industry trends to be able to continue to improve the customer experience.
RESPONSIBILITIES other duties may be assigned.
- Responsible for defining and prioritizing the features and capabilities of our customer feedback and experience management platform.
- Design establish maintain and champion a Voice of the Customer (VoC) program for the purpose of driving a customer focused mindset which delivers actionable insights into every aspect of QTS business.
- Ensure that QTS maintains best-in-class customer feedback interpretation and action planning while making significant and meaningful changes in the way that QTS reviews data listens to customers and shares insights to drive tactical and strategic outcomes to our customers.
- Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.
- Deliver rigorous analyses of customer feedback journeys and pain points using leading methodologies
- Identify customer insights and key drivers of negative and positive customer experience based on analysis of surveys and other feedback sources
- Guide QTS overall customer listening strategy focused on structured listening surveys (Net Promoter Score customer satisfaction etc) customer research on industry trends and evolving needs and customer/partner advisory boards
- As an internal champion the VoC Program Manager will work cross-functionally throughout QTS sharing insights from their rigorous external research to guide and improve products sales marketing and customer success
- Serve as subject matter expert in all VoC tools and functionality
- Develop and report objectives and KPIs for Customer Success collaborating with Leadership
BASIC QUALIFICATIONS
- Bachelors degree or equivalent professional experience
- Five or more years of IT Project Management Service Delivery or Customer Relationship Management experience
- Experience with voice of the customer programs and with customer feedback programs.
- Experience with survey/reporting tools such as Qualtrics
- Strong background in analytics data presentation programming think strategically and be able to provide data-driven recommendations
- Extensive knowledge of CX Metrics such as but not limited to Net Promoter Score (NPS) Customer Effort Score (CES) and Customer Satisfaction (CSAT)
- Proficient with Microsoft Office suite
- Basic understanding of data center critical environment concepts such as space power cooling and connectivity
- US Citizenship for this position is required by law due to federal customer contracts
PREFERRED QUALIFICATIONS
- ITIL training and/or certification
- Five or more years of IT or Data Center industry experience in a Customer Relationship Management role
- Prior experience developing and implementing survey programs
KNOWLEDGE SKILLS AND ABILITIES
- Demonstrated analysis problem-solving and troubleshooting expertise
- Basic knowledge experience and/or understanding of technical infrastructures
- Comfortable interacting with all levels of management and roles within the customers organization
- Ability to read and translate technical documentation such as systems/network architecture diagrams business continuity/disaster recovery documents
- Ability to communicate customer experience strategies and goals and influence and coordinate other teams to execute against the goals.
- Must have exceptional presentation communication and interpersonal skills the ability to motivate and persuade teams and other associates and ben able to generate a strong and credible experience rationale for ideas to an audience of customers executives and anyone in-between all with an attention to detail
- Must be passionate about innovation and use that passion to build and maintain a best-in-class VoC Program
- Must be customer focused and deliberate in efforts to influence similar behavior
TOTAL REWARDS
- This role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program and other company benefits.
- This position is bonus eligible.
We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity or national origin age disability status Genetic Information & Testing Family & Medical Leave protected veteran status or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
The Know Your Rights Poster is included here:
The pay transparency policy is available here:
Pay Transparency Nondiscrimination Poster-Formatted
QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.
Required Experience:
Manager
Key Skills
About Company
QTS Realty Trust, LLC is a leading provider of data center solutions across a diverse footprint spanning more than 9 million square feet of owned mega scale data center space within North America and Europe. Through it's software-defined technology platform, QTS is able to deliver sec ... View more
