Senior Customer Experience Program Manager – Empowering Customer Success with Azure Cloud Services
At blithequark, we're committed to empowering every person and organization on the planet to achieve more. As a Senior Customer Experience Program Manager, you'll play a pivotal role in driving customer success and satisfaction with our Azure cloud services. If you're passionate about delivering exceptional customer experiences, analyzing data to inform business decisions, and collaborating with cross-functional teams, we invite you to join our mission.
About blithequark
blithequark is a leader in the cloud computing industry, dedicated to providing innovative solutions that help businesses thrive. Our Azure cloud services enable customers to achieve more by leveraging the power of the cloud. As a Senior Customer Experience Program Manager, you'll be part of a dynamic team that's passionate about customer success and committed to delivering world-class experiences.
Responsibilities
As a Senior Customer Experience Program Manager, you'll be responsible for driving customer success and satisfaction with our Azure cloud services. Your key areas of responsibility will include:
- Customer Insights Analysis: Analyze evidence-based data to drive engineering alignment using Customer Stories & Reports that deliver an understanding around customer pain points, customer challenges, and competitive challenges related to quality and resiliency themes.
- Insights Reports: Synthesize insight reports and communicate a comprehensive view of top customer pains quantified by return-on-investment implications to address systemic issues impacting customer experience. Collaborate with engineering product teams on a transparent & consistent process for acknowledging and responding to scenarios.
- Leveraging Learnings: Leverage learnings to build engineering-backed roadmaps for prioritized scenarios.
- Guidance for Additional Research: Provide guidance for conducting additional research to address customer evidence gaps. Facilitate direct engagement with customers via online community engagement.
- Stakeholder Alignment: Lead and orchestrate v-teams through a predictable and unified rhythm of business cadence. Coordinate feedback delivery and close the loop with Feedback partners on status of asks.
- Continuously Improve the Insights Program: Gather feedback from stakeholders and customers to identify areas for improvement. Refine and iterate program processes, tools, and strategies based on data and feedback.
Embodying Our Culture and Values
At blithequark, we're committed to a culture of inclusion, respect, integrity, and accountability. We believe that every employee has the power to make a positive impact, and we're looking for someone who shares our values and is passionate about delivering exceptional customer experiences.
Qualifications
To be successful in this role, you'll need:
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience
- 3+ years experience working on Azure cloud services
- 3+ years experience working on data analysis
- Proficient in orchestrating interactions with clients and guiding them through complex processes
Other Requirements
Ability to meet blithequark, customer, and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: blithequark Cloud Background Check: This position will be required to pass the blithequark Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications
* Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience
- 6+ years experience working on data analysis
- 5+ years customer-facing experience
- Skilled communicator adept at engaging in technical discussions with stakeholders
- Employs a systematic approach and understands process standardization
Compensation and Benefits
The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $145,800 - $238,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.blithequark.com/us/en/us-corporate-pay
How to Apply
If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's committed to customer success, we invite you to apply for this role. Please submit your application by June 13, 2024.
Equal Opportunity Employer
blithequark is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. Apply for this job