Senior Manager, Customer Insights (m/f/d)

Fluence•Berlin, VA

2d•Onsite

About The Position

As the Senior Manager, Customer Insights, you will play a pivotal role in shaping how we understand and serve our global market. You will act as the champion and organizational owner of our global Voice of the Customer (VoC) program and customer segmentation framework, ensuring that client feedback directly influences our product roadmaps, go-to-market strategies, and commercial operations.

Requirements

Bachelor’s degree in Business, Marketing, Statistics, Social Sciences, or a related field; MBA or advanced degree preferred.
5+ years of experience in B2B customer insights, market research, voice of the customer (VoC) program management, or a related product marketing role.
Proven track record designing, administering, and analyzing relationship and transactional surveys within enterprise feedback management platforms (e.g., Qualtrics, Medallia, AskNicely).
Experience in clean energy, energy storage, utilities, or enterprise B2B SaaS environments is highly desirable.
Demonstrated ability to build and maintain professional dashboards in visualization tools (e.g., Power BI, Salesforce).
Exceptional cross-functional collaboration and alignment skills, particularly when navigating boundaries with Customer Success, Product, and Sales teams.
Strong qualitative and quantitative analysis skills, with the ability to turn raw customer quotes and metrics into high-impact commercial strategies.
Excellent communication and presentation skills, with the ability to present complex VoC insights clearly to C-suite and executive audiences.
Legally authorized to work in the United States at the time of application and throughout your employment, without the need for employer sponsorship.

Nice To Haves

MBA or advanced degree preferred.
Experience in clean energy, energy storage, utilities, or enterprise B2B SaaS environments is highly desirable.

Responsibilities

Own the Voice of the Customer (VoC) Program: Lead the end-to-end administration, methodology design, and governance of global relationship-based customer surveys (e.g., Strategic NPS, annual relationship surveys) to serve as the single source of truth for customer sentiment.
Maintain Customer Segmentation: Maintain and continuously refine comprehensive customer segmentation frameworks to model the unique needs of diverse, global customers and prospects.
Guide Product Roadmaps: Partner strategically with Growth and GID to ensure global product roadmaps and feature developments align with segment-specific expectations and direct customer feedback.
Go-To-Market Alignment: Collaborate closely with Marketing to ensure new software and hardware deployments are positioned correctly and tailored to the unique priorities of targeted customer segments.
Executive Reporting & Dashboarding: Define program success metrics and construct executive-level reporting to measure the impact of customer feedback and segmentation on pipeline growth, brand perception, and overall satisfaction.