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Senior Director, Voice of the Customer

Plano, Texas, United States of America

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Job Title:

Senior Director, Voice of the Customer

Role Overview:

-The Senior Director will lead the Voice of the Customer (VoC) function for the Customer Success Product Management team driving an industry-leading customer experience for Trellix customers. Reporting to the Vice President of Customer Success Product Management, the VoC lead will guide Trellix’ overall customer listening strategy, a global group focused on structured listening surveys (Net Promoter Score, customer satisfaction, product satisfaction, etc), customer research on industry trends and evolving needs, and customer/partner advisory boards. The VoC lead will be an externally visible champion for customers, authoring blogs, connecting on social platforms, and engaging in the customer community portal. As an internal champion, the VoC lead will work cross-functionally throughout Trellix, sharing insights from their rigorous external research to guide and improve products, sales, marketing, and customer success.

The Senior Director will lead the Voice of the Customer (VoC) function for the Customer Success Product Management team driving an industry-leading customer experience for Trellix customers. Reporting to the Vice President of Customer Success Product Management, the VoC lead will guide Trellix’ overall customer listening strategy, a global group focused on structured listening surveys (Net Promoter Score, customer satisfaction, product satisfaction, etc), customer research on industry trends and evolving needs, and customer/partner advisory boards. The VoC lead will be an externally visible champion for customers, authoring blogs, connecting on social platforms, and engaging in the customer community portal. As an internal champion, the VoC lead will work cross-functionally throughout Trellix, sharing insights from their rigorous external research to guide and improve products, sales, marketing,  and customer success.

The Senior Director, Voice of Customer is responsible for the following:

• Develop and execute a cohesive structured customer listening strategy, inclusive of Net Promoter Score (NPS), customer satisfaction transactional surveys (CSAT), product satisfaction (PSAT), and partner satisfaction, in alignment with industry best practices.

• Collaborate with sales and product management to plan and execute customer and partner advisory boards.

• Design and execute collaboration processes with product, sales, marketing, customer success, support, professional services and others to facilitate closed loop follow up for customer feedback.

• Create external content to engage with customers and partners via blogs, social media, and the customer community portal.

• Conduct direct research with customers, partners, and prospects to understand evolving trends and requirements on topics like Security Operations, Incident Response, Managed Services, etc.

• Lead the team responsible for the configuration and operation of tools used by the Voice of Customer team.

• Develop and report Objectives and Key Results for Customer Success, collaborating with CS Leadership.

• Develop and report KPIs and metrics; execute against quarterly and annual operational plans.

• Maintain interlocks across Trellix functional Operations teams. Develop and participate in quarterly business reviews.

• Build and maximize trusting relationships with CS Leadership Team members to understand and align leadership priorities

• Serve as an empowered representative for CS leadership in various meetings, and forums as appropriate.

About You Basic Qualifications

• 15+ years of relevant experience in Customer Success / Services,

• 7+ years of structured customer listening and/or research in Enterprise B2B SaaS environment

• Experience in cybersecurity industry

• BA, BS in Business, Computer Science, or related field and/or MBA Other Qualifications

• Previous experience driving priorities, operational rhythm of the business, and collaborate cross-functionally in a global organization

• Demonstrated ability to communicate in a public forum (blogging, presentations, etc)

• Ability to learn quickly within a fast-paced team, including highly technical topics

• Ability to handle interpersonal relationships judiciously, professionally, and empathetically

• Passion for an excellent customer experience and research-driven decision making

• Organized and detail-oriented with a love for creating order out of chaos

• Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset

• Strong influencing skills, with a reputation for getting things done effectively across functions

• Excellent oral and written communication skills, including Executive-level presence and gravitas

• Superb people and management skills and ability to interact with peers, senior Executives, cross-functional stakeholders, and external third parties

• Team-player attitude with ability to dig into the details as well as see the big picture

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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