Are you eager to lead and grow customer engagement programs and take customer advocacy to the next level?
If so, then this is the role for you. Trapeze Software Group is seeking an experienced, motivated and highly-energetic individual to take our customer engagement and advocacy to new heights.
The Customer Experience Manager will focus on our customers—large North American Transit agencies—to grow their engagement and satisfaction through the creation, implementation and evolvement of Voice of the Customer (VoC) programs, in order to grow customer satisfaction and advocacy.
The successful candidate must have experience with managing Net Promoter Score (NPS) programs and systems, implementing and overseeing customer loyalty programs, and managing online customer communities. The role requires unparalleled multi-tasking skills and exceptionally strong written and verbal skills. The successful candidate will also be able to point to a robust record of accomplishments that demonstrates success with NPS and other VoC programs.
This role will manage one direct report (a Senior Marketing Specialist), will report into the Vice President of Marketing, and will require working in alignment with the rest of the marketing team as well as with other key stakeholders within the organization.
Key Duties / Responsibilities
Champion the ongoing evolution and adoption of Trapeze Voice of the Customer programs—acting as the customer experience advocate across the business—evolving and ensuring adoption, effectiveness and success to grow positive customer experience, increase up-sell and cross-sell, and help mitigate customer attrition
Manage and grow all aspects of the Trapeze NPS program, including vendor selection and management, improvement of response rates and NPS score, and required dashboards to gather and share strategic insights with the organization to improve overall customer experience
Develop new programs that address opportunities identified through NPS results, customer journey mappings and other programs
Regularly monitor competitive landscape to understand and document best practices, ongoing innovation and industry benchmarks
Oversee, analyze and adapt the online community (Trapeze Collaborate), putting in place strategies to grow customer adoption and engagement, working with customers and internal stakeholders as required
Play a key role in the development of ThinkTransit, the Trapeze technology user conference, and its affiliated customer awards program, evolving both into world-class industry-recognized programs
Develop customer-oriented strategies for product launches and other customer-facing programs, working with key stakeholders across the organization
Deliver insights to the organization as the champion of customer programs, providing key updates and insights through various presentations at town halls and other internal events
Manage one direct report, providing mentorship and coaching in addition to setting, monitoring and evaluating annual SMART goals
Bachelor’s degree, preferably in one of the following areas: marketing, marketing communications, or business administration
Minimum 7-10 years of experience in a marketing or communications role, with at least three years of experience in managing direct reports, at a high-tech, B2B organization, with proven results
Thorough knowledge of and experience with running Voice of the Customer programs including Net Promoter Score, online customer communities and other programs for increased customer satisfaction
Proficiency with collecting feedback and data, analyzing data and translating into meaningful insights and action plans that can be utilized across the organization to improve customer satisfaction
Experience with overseeing and managing multiple high priority projects simultaneously, ensuring their ongoing success as measured by KPIs and pre-defined objectives
Proven experience with managing multiple product launches, from concept through to creation
Superior writing, editing, and proofreading skills, developed through prior content creation experience that ideally includes website content, solution sheets, emails and other forms of content
Superior verbal communication and presenting skills
Ability to rapidly absorb detailed product information and translate it into lay terms
Highly entrepreneurial and collaborative
Thrives in an agile, fast-paced environment
Thinks big and has convictions
Detail oriented with relentlessly high standards
Hands-on and eager to roll up sleeves to get things done
A sense of humor (and humility)
About Trapeze Group
Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development.