Manager, Voice of The Customer

3 months ago

Ottawa, Canada N-able Full time

Why N-able:
N-able is seeking a dynamic and experienced Manager to lead our Voice of the Customer (VoC) program. This role will report to our Director of Customer Experience (CX) and will be pivotal in driving customer-centric initiatives and ensuring that the voice of our customers is integrated into our strategic decision-making processes. You will champion a customer-centric culture across our business by understanding and utilizing customer feedback to influence improvements in the customer experience through every stage of their lifecycle.

What You'll Do:

- **Please note this is a hybrid position, therefore office attendance in the Ottawa collaboration hub is required.**:

- ** Please note this role requires 5-10% travel.**

**Program Strategy and Development**:

- Develop and implement a comprehensive VoC strategy that aligns with N-able’s business objectives and customer-centric goals while adapting to evolving customer needs and market trends.
- Utilize the Qualtrics platform to manage and enhance the VoC program, ensuring effective collection, analysis, and reporting of customer feedback.

**Team Leadership and Management**:

- Lead, mentor, and develop a team of global direct reports, fostering a collaborative and high-performance culture.
- Set clear goals and expectations for the VoC team, providing regular feedback and performance evaluations to promote professional growth and development opportunities for team members.

**Customer Feedback Collection and Analysis**:

- Design and oversee the execution of surveys, interviews, focus groups, and other strategic listening posts to gather comprehensive customer insights.
- Analyze customer feedback data to identify key trends, pain points, and opportunities for improvement while ensuring data integrity/accuracy in all feedback collection and reporting processes.

**Cross-Functional Collaboration**:

- Work closely with product development, marketing, sales, customer support, and other cross-functional teams to integrate customer insights into strategic decision-making.
- Advocate for the customer perspective in cross-functional meetings and projects.

**Reporting and Communication**:

- Develop and deliver regular reports and presentations on VoC findings, insights, and recommendations to senior leadership.
- Create and maintain dashboards and other visual tools using Salesforce, Tableau, etc. to effectively communicate customer feedback and program performance and ensure
- transparency/visibility of VoC program outcomes across the organization.

**Continuous Improvement**:

- Establish and maintain a robust closed-loop feedback process to ensure continuous improvement based on customer insights.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction, loyalty, and program success.

**Customer Advocacy**:

- Champion a customer-centric culture within the organization, promoting the importance of the VoC program and act as the voice of the customer in strategic discussions and decision-making processes.
- Develop and maintain strong relationships with key customers to gather in-depth insights and foster loyalty.

**Technology and Tools Management**:

- Oversee the use and optimization of the Qualtrics platform as well as other strategic listening posts for VoC activities.
- Stay informed about the latest developments and features of the Qualtrics platform and other relevant tools and ensure the VoC team is proficient in using these tools.

What You'll Bring:

- Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience)
- Minimum of 5 years of experience in customer experience, program management, or a related role.
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
- Excellent communication and presentation skills.
- Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
- Passion for customer advocacy and a deep understanding of customer needs and behaviors.
- Experience in the SaaS industry and familiarity with MSPs is highly desirable.
- Proficiency in using feedback management tools such as Qualtrics, Salesforce, Tableau, and Power BI a plus.

Purple Perks:
**What do we offer you?***
- Medical, dental and vision - for employee, partner, and children
- Generous PTO and observed holidays
- 2 Paid VoluNteer Days per year
- Pension Plan with company-contribution
- Employee Stock Purchase Program
- Discounted gym access at several local facilities
- FuN-raising opportunities as part of our giving program
- N-ablite Learning - custom learning experience as part of our investment in you
- The Way We Work - our hybrid working model based on trust and flexibility

About N-able:
At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secur

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