Voice of the Customer Program Manager

QTS Data Centers•Atlanta, GA

10d

About The Position

The Voice of the Customer (VoC) Program Manager is the primary for driving an industry-leading customer experience program for QTS customers. This individual will guide the customer listening strategy, create and maintain structured surveys and communicate results to leadership. The VoC Program Manager will work with other groups within QTS to share insights of industry trends to be able to continue to improve the customer experience. RESPONSIBILITIES, other duties may be assigned. Responsible for defining and prioritizing the features and capabilities of our customer feedback and experience management platform. Design, establish, maintain, and champion a Voice of the Customer (VoC) program for the purpose of driving a customer focused mindset which delivers actionable insights into every aspect of QTS business. Ensure that QTS maintains best-in-class customer feedback, interpretation and action planning while making significant and meaningful changes in the way that QTS reviews data, listens to customers and shares insights to drive tactical and strategic outcomes to our customers. Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle. Deliver rigorous analyses of customer feedback, journeys and pain points using leading methodologies Identify customer insights and key drivers of negative and positive customer experience based on analysis of surveys and other feedback sources Guide QTS overall customer listening strategy, focused on structured listening surveys (Net Promoter Score, customer satisfaction, etc), customer research on industry trends and evolving needs, and customer/partner advisory boards As an internal champion, the VoC Program Manager will work cross-functionally throughout QTS, sharing insights from their rigorous external research to guide and improve products, sales, marketing, and customer success Serve as subject matter expert in all VoC tools and functionality Develop and report objectives and KPI’s for Customer Success, collaborating with Leadership

Requirements

Bachelor’s degree or equivalent professional experience
Five or more years of IT, Project Management, Service Delivery or Customer Relationship Management experience
Experience with voice of the customer programs and with customer feedback programs.
Experience with survey/reporting tools, such as Qualtrics
Strong background in analytics, data presentation programming, think strategically, and be able to provide data-driven recommendations
Extensive knowledge of CX Metrics such as, but not limited to, Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT)
Proficient with Microsoft Office suite
Basic understanding of data center critical environment concepts, such as space, power, cooling, and connectivity
US Citizenship for this position is required by law due to federal customer contracts

Nice To Haves

ITIL training and/or certification
Five or more years of IT or Data Center industry experience in a Customer Relationship Management role
Prior experience developing and implementing survey programs

Responsibilities

Defining and prioritizing the features and capabilities of our customer feedback and experience management platform.
Design, establish, maintain, and champion a Voice of the Customer (VoC) program for the purpose of driving a customer focused mindset which delivers actionable insights into every aspect of QTS business.
Ensure that QTS maintains best-in-class customer feedback, interpretation and action planning while making significant and meaningful changes in the way that QTS reviews data, listens to customers and shares insights to drive tactical and strategic outcomes to our customers.
Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.
Deliver rigorous analyses of customer feedback, journeys and pain points using leading methodologies
Identify customer insights and key drivers of negative and positive customer experience based on analysis of surveys and other feedback sources
Guide QTS overall customer listening strategy, focused on structured listening surveys (Net Promoter Score, customer satisfaction, etc), customer research on industry trends and evolving needs, and customer/partner advisory boards
As an internal champion, the VoC Program Manager will work cross-functionally throughout QTS, sharing insights from their rigorous external research to guide and improve products, sales, marketing, and customer success
Serve as subject matter expert in all VoC tools and functionality
Develop and report objectives and KPI’s for Customer Success, collaborating with Leadership