Everpro - Customer Researcher (Remote Ontario/canada)

Business/Vertical:
The EverPro business within EverCommerce offers business management solutions that help home and field service small businesses work more efficiently and improve every touchpoint with their customers. Software solutions customized for field services, landscaping, pest and lawn, remodeling and roofing help these businesses with everything from scheduling and tracking jobs, to quoting, invoicing and payments processing, to customer relationship, review and reputation management.

The Invoicing vertical within EverPro focuses on business management and payments solutions for small service businesses through our Invoice Simple and Joist products. These solutions help service professionals efficiently manage their business finances, from creating estimates and invoices to processing payments and tracking jobs. Our products serve hundreds of thousands of freelancers, solo entrepreneurs and microbusinesses across hundreds of industries across multiple geographies.

Position Summary:
The Customer Researcher will be the voice of the customer for Invoice Simple and Joist, reporting to the Mobile Solutions Market Leader. This role combines deep customer research expertise with strategic thinking to uncover opportunities, validate decisions, and guide product direction. As a key member of the market leadership team, they will ensure customer insights drive our mobile solutions' evolution while identifying new growth vectors through systematic research and analysis. While operating as part of the strategic team, this role works collaboratively with Product Research teams who focus on tactical user research, ensuring insights flow effectively between strategic and product-focused research initiatives.

Key Responsibilities:
Strategic Research Leadership:

- Design and execute comprehensive customer research programs across multiple geographies and segments.
- Lead both qualitative and quantitative research initiatives to deeply understand customer needs, behaviors, and pain points.
- Develop frameworks for tracking customer sentiment and market evolution over time.
- Create systematic approaches for validating strategic hypotheses through customer research.
- Guide strategic decisions through voice-of-customer insights.
- Coordinate with Product Research teams to ensure complementary research agendas and shared insights.
- Create frameworks for sharing insights between strategic and product research teams.

Opportunity Discovery:

- Identify growth opportunities within existing customer base through systematic research.
- Uncover unmet needs and potential expansion areas through customer behavior analysis.
- Evaluate market trends and evolving customer requirements.
- Research competitive offerings from the customer perspective.
- Provide insights on pricing sensitivity and value perception.

Product Development Partnership:

- Partner with Product teams and their dedicated researchers on feature prioritization through strategic customer insights.
- Complement tactical user research with broader market and customer understanding.
- Share strategic research findings that can inform product-level research priorities.
- Support product teams' research efforts by providing market context and strategic customer understanding.
- Ensure strategic research insights effectively flow to product teams and their researchers.
- Guide product evolution through deep understanding of customer needs.
- Validate product concepts through customer research.

Cross-functional Insights:

- Participate actively in strategic planning sessions.
- Share customer insights across organization to inform decision-making.
- Partner with Growth team on understanding customer acquisition and retention drivers.
- Guide Marketing on customer messaging and positioning.
- Present research findings to leadership and stakeholders.
- Build strong collaborative relationships with Product Research teams to ensure efficient knowledge sharing.
- Create frameworks for regular insight sharing between research teams.

Qualifications:

- 7+ years experience in customer research or market insights.
- Strong background in both qualitative and quantitative research methods.
- Experience conducting research across different market segments and geographies.
- Experience collaborating with product-focused research teams in a matrix organization.
- Demonstrated ability to coordinate research efforts across different teams and functions.
- Track record of building effective partnerships with product research colleagues.
- Excellent analytical and synthesis skills.
- BS/BA required; advanced degree in related field preferred.
- Experience with research tools and methodologies.
- Strong data analysis and visualization skills.
- Proven track record of influencing product and strategy through research.
- Experience with B2B SaaS customer research.
- Demonstrated ability to translate research into actionable insights.

Personal Characteristics:

- Deeply curious