Sr. VOC Program Manager

Customer Experience San Diego, California Santa Barbara, California


Description

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

The Sr. Voice of Customer Manager will immerse themselves in understanding our customers and their end to end experience with APM. They will amplify our customers’ voice to represent their most important and impactful needs across the organization to drive action.

What You'll Do:

  • Develop and implement a Voice of Customer program that amplifies the customer perspective [needs] and key insights to address the highest priority strategic and operational CX improvement opportunities.
    • Create approach and processes for leveraging VOC platform to identify top CX opportunities and insights including emerging trends across priority 1 listening posts in 2020.
    • Own prioritization of  top voted customer PSB and IPSB requests to the product team.
    • Develop closed loop processes across priority 1 customer listening posts in 2020.
  • Own prioritized pipeline of top CX product opportunities in partnership with Customer Focused Efficiencies product team to deliver a 5% reduction in the annual run rate of customer support cases by December 2020.
    • Create repeatable and scalable processes to identify and implement at least one CX opportunity per quarter across customer segments and markets.
  • Create macro VOC taxonomy (across all channels) to provide clearer understanding and identification of customer issues and needs; also to be leveraged to measure the impact of targeted improvements.
  • Increase the connection of employees to customers by establishing a new program in 2020 to build customer empathy and bring the customer voice to the work our teams do every day.

Competencies

  • Strategic Thinking.  Ability to apply deep understanding of our customers, their needs and our end-to-end experience to drive business prioritization, alignment and action.
  • Tireless Advocate for the Customer.  A champion for our customer who will elevate the customer voice to every team, priority and decision.
  • Business Acumen.  Ability to connect the dots and communicate how customer experience efforts can impact business priorities and commit to delivering explicit business outcomes.
  • Analytical Skills.  Able to synthesize quantitative and qualitative data across varied customer listening posts to draw impactful insights that inform strategy and prioritization.
  • Communication.  Exceptional storyteller with the ability to weave together data, insights and voice of the customer to inspire teams to action.
  • Influence and Partnership.  Exceptional relationship builder with ability to effectively navigate across the organization and at all levels to drive alignment and action.
  • Agile & Experimentation Mindset.  Unafraid to take innovative approaches to problems and bring other’s creative ideas forward with an agile “progress over perfection” mindset.
  • Decision Making.  Ability to make and communicate principled decisions with imperfect data and speed.
  • CX Industry Expertise.  Develop expertise, knowledge and connections of CX industry, best practices and experts to inform the work we do and how we operate.
  • Simpler is Better.  Empowering teams to solve business problems. Spends their time and focuses the team on the critical few actions that are most important.
  • Innovative.  Generates and brings other’s new and creative ideas forward. 
  • Listening to Customers is in Our DNA.  Elevates the customer experience in all decision making.
  • Small, Focused Teams Keep Us Agile.  Spends their time and focuses on the critical few actions that are most important.
  • We Do the Right Thing; It's Good for Business.  Always operates with integrity, especially when faced with tough situations.

Must-Haves 

  • 5+ years experience working in Product Management, Customer Experience, User Research or Customer Insights with key focus on ability to synthesize qualitative and quantitative data to develop meaningful customer insights and connect to relevant and actionable business opportunities. 
  • Passion for championing voice of the customer and creative thinking to develop innovative solutions to customer problems.
  • Data-driven and analytical mindset to identify the most impactful opportunities and to create clear and compelling business cases for prioritization.
  • Deep experience partnering with product teams to design products and experiences based on data and customer insights.
  • Ability to influence & lead cross-functional teams with an emphasis on being a relationship builder at all levels of the organization.
  • Exceptional presentation, verbal and written communication skills to inspire action.
  • Experience using a VOC Platform solution to identify customer insights is a plus.
  • Experience working in a fast-paced, data-driven B2B SaaS environment is preferred.
  • Bachelor's degree, Master’s Degree preferred.

 


Our Story 

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Today our software solutions exist in two verticals including the real estate (AppFolio Property Manager, AppFolio Property Manager PLUS, and AppFolio Investment Manager) and legal (MyCase) industries.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

 

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.