Sr. VOC Program Manager
- Santa Barbara, CA
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.
What You’ll Do
Build and implement a holistic voice of customer program that amplifies customer perspective and critical insights. Develop close-loop experience for prioritized customer listening posts in 2021. Consolidate and optimize different sources of VOC (direct & indirect) feedback channels in the company. Lead, identify & develop strategic and tactical (in the year) opportunities to eliminate current pain points and reduce service and product adoption blockers across customer segments.
Advance VOC platform adoption & capabilities within Product and Customer Success teams to support data-driven diagnosis and discovery. Refine and lead the building of additional customer programs, including but not limited to NPS, customer days, and councils. Advocacy platform, customer programs for employees across all of Real Estate. Partner with CX Data Science to develop CX metrics across business.
What We’re Looking For
Communication skills: Exceptional storyteller, can weave together data, insights, and voice of the customer to inspire teams to action.
Influence and Partnership: Exceptional relationship builder with the ability to effectively navigate across the organization and at all levels to drive alignment and action.
Tireless Advocate for the Customer: A champion for our customers, 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.
CX Industry Expertise: Develop expertise, knowledge, and connections of the CX industry, best practices, and experts to inform our work and how we operate.
- BA/BS degree or equivalent work experience
- Minimum of 3-5 years in customer experience department(not limited to customer support) or related experience
- Preferably CCXP certified
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.
Back to top