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Program Manager, Customer Experience
2 weeks ago
S&P Global Market Intelligence
**The Role**: Program Manager, Customer Experience
**The Team**: The Customer Adoption team drives the adoption of new and enhanced products and capabilities by delivering clear communication, self-service resources, and one-to-many training events. It is part of the larger Customer Experience organization within Market Intelligence.
**The Impact**: Through the execution of thoughtful onboarding and self-service training programs, we enable desktop customers to educate themselves on demand and quickly incorporate platform capabilities into their daily workflows, thus building a loyal userbase with sticky usage patterns and platform expertise.
**What’s in it for you**: Covid-19 and evolving technology have changed the way we work and upskill. As part of our Customer Adoption team, you will have the opportunity to manage cutting edge programs that leverage new technology to serve our customers on their terms. And what’s more, you will have direct impact on one of our strategic pillars: to put the customer at the center of everything we do.
**Responsibilities**:
As a Program Manager, Customer Experience, you will own the strategy and execution for three key pieces of the self-service user experience:
Take ownership of our certification program (Capital IQ Pro Academy) for desktop users, delivering engaging self-paced learning modules that build toward various certifications
Develop a strong content strategy for in-platform tours, tips, and communication leveraging platform analytics, voice of the customer, and our product development roadmap
Manage the evolution of our self-service onboarding experience, leveraging content and tactics across our technology stack to deliver an effective training experience for new users
**In support of the above programs**:
Manage a CX Program Specialist, helping them cultivate a customer-first mindset, attention to detail, strategic problem solving, independent thinking, etc.
Collaborate with stakeholders to understand desktop strategy and develop roadmaps for new content
Manage the creation of new assets across multiple channels and technologies
Market new and existing content both internally and to customers
Develop and report out program KPIs as well as their impact on business KPIs
Learn and implement new technology for content management and delivery
**What We’re Looking For**:
**Basic Qualifications**:
Bachelor’s degree (Marketing, Communications, Business or related field preferred)
3-5 years experience in marketing, customer service, or related field
Strong writing and editing skills in English (writing samples required)
Customer-first mindset
Ability to lead stakeholder meetings and communicate effectively
Demonstrated organizational and time management skills along
Excellent interpersonal skills of listening, empathy, and teamwork
Acute attention to detail and quality assurance
Desire to continuously learn and upskill to keep up with the evolving customer experience ecosystem and new technology
**Preferred Qualifications**:
Experience with a learning management system (LMS), digital adoption tool, or other self-service training technologies
Experience in program or project management
Proficiency in Microsoft Office suite (Excel, PowerPoint, Word)
Strong understanding of the personas we serve and how our products and solutions meet their business needs
Keen awareness of the business goals and ability to prioritize projects and resources accordingly
**Grade/Level ( relevant for internal applicants only )**: 10
**The Location**: Charlottesville, VA, Denver, CO, US Remote, UK, Europe, Canada
S&P Global states that the anticipated base salary range for this position is $65,000-$85,000. Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role.
In addition to base compensation, this role is eligible for an annual incentive plan.
This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.
**About Company Statement**:
S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.
S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work.
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- Equal Opportunity Employer
------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), MRKTNG202.1 - Middle Professional Tier I (EEO Job Group),
