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Company Name Kronos
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Hiring Manager: Erica Driver, Director Customer Insights & Advocacy

Department: Customer Engagement Marketing

Overview  

Kronos is well into its transition to a B2B SaaS company. Delivering great customer experiences and mobilizing our customer fans are crucial to the company’s success. The Customer Insights & Advocacy team within Kronos Marketing is on a mission: foster growth and retention by listening to customers, discovering and sharing actionable insights, and championing customer-centric initiatives, while attracting and investing in customer advocates to amplify their stories.

The Manager, Customer Insights & Operations has people management responsibility, with three direct reports. This role requires experience running a voice of the customer (VoC) program, proven project / program management expertise, technology and data aptitude, and a natural tendency to roll up your sleeves and get your hands dirty to help your team succeed. The role reports to the Director of Customer Insights & Advocacy and is located at Kronos headquarters in Lowell, Massachusetts.

Responsibilities

  • Oversee Customer Insights & Operations. The Customer Insights & Operations team, within the Customer Insights & Advocacy group, is responsible for 1) analyzing customer feedback and conveying actionable insights to stakeholders, and 2) providing the data and technology infrastructure needed to operate and evolve the VoC and customer advocacy programs.
  • Lead and manage a small team. Manage, mentor, and inspire a team of three analysts and operations managers at varying stages in their careers. Provide guidance and direction to help team members achieve their individual goals, develop in their careers, continue to gel as a team, and achieve a high level of performance. Develop team goals and plans aligned with corporate strategy, marketing strategy, and existing multi-year VoC roadmap. Optimize team collaboration and efficiency throughout the monthly and quarterly business cycles.
  • Directly manage a portfolio of technology-oriented projects. Manage portfolio of interconnected, technology- and data-oriented VoC and customer advocacy projects to fulfill multi-year strategic roadmap. Serve as hands-on project manager, optimizing resources to ensure projects are completed on time. Collaborate with Kronos IT and stakeholders to execute projects with minimal interruption to operations and delivery of meaningful customer insights.
  • Work hands-on with technology and data as needed. Lead team to streamline and automate processes and systems. Pitch in in a hands-on way as needed to help the team prepare data for reporting and analysis; build out a customer analytics infrastructure; implement new technologies; administer SaaS and desktop solutions; partner with Kronos IT to integrate with enterprise systems; and manage vendor relationships and contracts.

Qualifications

  • Experience running a VoC program that has improved customer experience. Thought leadership on VoC best practices. Ability to spot opportunities to improve Kronos’ VoC practices and customer insight deliverables and lead the team to implement changes. Understanding of which customer insights are most useful to driving a growing SaaS business. 
  • Project and program management skills. Exceptional detail orientation and program management and project management skills. Project management professional (PMP) or program management professional (PgMP) certification strongly desired.
  • Ability to attract, engage, and inspire talent. Developmental people manager experienced at managing people at varying stages in their careers. Communicate openly and honestly, empower and enable, develop and encourage, and support the whole person. Display contagious optimism; inspire and motivate team to high level of performance.
  • Results orientation. Action-oriented with a reputation for getting stuff done. Eager to identify and solve problems. Productive; good at managing competing priorities. Thrive on working in a time-sensitive, high-volume environment.
  • Strong technical skills. Demonstrated ability to learn new technologies quickly. Familiarity with databases, reporting, and analytics. Comfort with technology, data, customer experience measurement systems.
  • Collaborative communicator. Excellent written and verbal communication skills. Team player with positive and helpful attitude. Happy to jump in and help others achieve their goals. Demonstrated success collaborating with people in multiple departments to achieve shared goals. Communicate well and build relationships with people at all levels. Responsiveness in a fast-paced environment characterized by frequent interruptions.
  • Customer-focused. Always looking for ways to better understand and serve customers. Passion for providing exceptional B2B customer experiences. Certified Customer eXperience Professional (CCXP) certification a plus.
  • Innovator. Rather than just roll with the changes, initiate change and thrive on growth. Deliver daily doses of courage, innovation, and adaptability. Recognize good ideas in others and help clear a path to implementation. Always seek to simplify and streamline systems and processes.
  • Bachelor’s degree. Bachelor’s degree or commensurate experience; MBA a bonus.
  • Minimum of five years of experience running a VoC program; B2B technology industry experience preferred.
  • Experience measuring and improving Net Promoter Score and customer satisfaction scores required.
  • Minimum of three years of experience managing people at varying stages in their careers
  • Hands-on experience with solutions and technologies a huge plus: NICE/Satmetrix, Qualtrics, RO Customer Reference Solution, Influitive, Microsoft Access, Alteryx, Microsoft Power BI, text analytics technology.

Experience

  • Minimum of five years of experience running a VoC program; B2B technology industry experience preferred.
  • Experience measuring and improving Net Promoter Score and customer satisfaction scores required.
  • Minimum of three years of experience managing people at varying stages in their careers
  • Hands-on experience with solutions and technologies a huge plus: NICE/Satmetrix, Qualtrics, RO Customer Reference Solution, Influitive, Microsoft Access, Alteryx, Microsoft Power BI, text analytics technology.

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Location Name United States
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