VoiceofCustomer, Program Manager
Cyberark

Job Info

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Who we are:

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity - human or machine - across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world's leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.

Job Description:

CyberArk is looking for a highly motivated, experienced and knowledgeable Voice of Customer Program Managerto help mature and grow a world-class Voice of Customer (VoC) Program. Working as part of the Corporate Success team, this role will be a critical and focal point for promoting the VoC Program while bringing in past experience, new ideas and energy into the organization.

What you will do:

The Voice of Customer Program Manager is expected to be highly visible and globally impactful in their role. As such, attention to detail, concision, influence and motivating stakeholders are key skillsets. As VoC Program Manager, you should be extremely comfortable presenting in front of a variety of audiences included top leadership. In this role you will be depended upon to execute on VoC Program building blocks including the following:

• Own the success and results of a cross-functional VoC program charter
• Ensure capture points for customer feedback and insights across the customer journey
• Manage and work on cross-functional buy-in of our feedback tools, surveys, and dashboards, including the development and improvement of surveys, reports and processes to help capture the Voice of the Customer
• Establish yourself as the subject matter expert for CX, customer feedback metrics, trends, and topics
• Set the direction and best practices for the building and delivery of regular reporting to leadership and stakeholders for key opportunities and insights based on customers and their experience
• Project manage all initiatives related to our Voice of the Customer Program to ensure quality completion of objectives and key results
• Partner closely with other cross-functional team members in Operations, Support, Sales, Product and Marketing, ensuring buy-in and clarity of direction and value of the VoC Program

A successful Voice of Customer Program Manager is a self-starter who thrives at building programs from the bottom up. Resourcefulness, dedication to getting projects across the finish line, comfort working in a hybrid-matrix environment, impeccable organizational and prioritization skills are all a must to be a top performer in this role. The VoC Program Manager will use his/her/their experience and deep understanding of CX and customer insights to help continue to shape and define a concept-to-production VoC Program.

How you will stand out from the crowd:

• 5+ years of work experience in Customer Experience, Insights & Research in a SaaS environment
• 3+ years with VoC platforms, survey and reporting tools
• Superior communication and interpersonal skills including proven ability to build consensus and buy-in across multiple levels of the business
• Strong presentation skills with the ability to deliver high-quality content across wide spectrum of audiences
• Proficiency in Microsoft PowerPoint, Tableau, and Excel a plus

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

The salary range for this position is $70,000 - $135,000/year, plus commissions or discretionary bonus, which will be based on the employee's performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.

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