The focus is more on the Customer Success and/or Design Practice skills. Knowledge of intentional design, human centered design is very helpful.
location: San Jose, California
job type: Contract
salary: $50 - 60 per hour
work hours: 8am to 5pm
In this highly impactful role you will:
? Build cross-functional relationships and drive Customer Experience guiding principles throughout culture and business processes
? Executing on Voice of the Customer strategies that capture the end-to-end customer journey as part of the CX Methodology and practices
? Identifying and tracking business and customer experience metrics that correlate to our customers' outcome/effort/experience performance
? Collecting, analyzing and disseminating customer and partner feedback to appropriate business owners to ensure improvement priorities and investments are responsive to feedback and sentiment
? Intentionally designing business processes and customer touchpoints; creating delightful experiences that allow customers to expeditiously and easily accomplish their outcomes with less effort and with greatly improved overall experience. Major examples include Software Licensing challenges and Renewals.
? Driving regular reviews to give key stakeholders visibility to CX portfolio improvements
? Contributing to external communications that share our CX improvements with employees, customers and partners
- Minimum Requirements: ("Must have" Qualifications)
? Minimum 10 years project mgmt/program mgmt. experience in a large enterprise business.
? Strong business knowledge in any or all of key business functions such as Services, Operations, Sales and Engineering.
? Minimum 5 years of customer facing roles preferred
? Minimum bachelor's degree in BS or BA
? PMP and CXPA preferred
skills: ? Proven project or program mgmt. skills
? Excellent communication skills at all levels of the organization?
? Track record of leading large-scale improvement initiatives?
? Demonstrated leadership to lead large virtual and global teams ?
? Ability to influence across functions, including those in the field and of our customers.?
? Excellent presentation skills ?and written communications
? Proficient in MS project and/or other project mgmt. tools and applications
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.