The Role
Responsible for managing VoC program and CX dashboards, leading a team member, and providing actionable insights to stakeholders. Requires 5 years of experience in B2B SaaS, stakeholder management, data visualization, decision-making, and problem-solving skills.
Summary Generated by Built In
- Responsible for the VoC program/report for the Brandwatch org – ensuring actionable insights, and establishing channels of comms with various stakeholders across the org.
- Responsible for maintenance and development of CX dashboards (SFDC and Gainsight) to inform priorities and improve GRR
- Manage a team member who will support you with day-to-day analytics requests from the CX org and be responsible for the quality and volume of the feedback to the VoC programme.
Qualifications & Competencies
- Minimum of 5 years of professional experience in a related field, ideally in B2B SaaS
- Experienced in stakeholder management and stakeholder communications.
- Experience with data visualisation tools to create reports and dashboards, able to articulate complex concepts in a clear and concise manner
- Effective planning and organizational skills
- Proficient in decision-making, analysis, and problem-solving, with the ability to multitask
- Experience working in a highly collaborative, dynamic, and team-oriented work environment
- High level of general technical understanding
- Understanding of best practice business processes
- Easily adopts to new technology
- Problem solving capabilities, attention to detail, data handling skills
- Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences
- Understanding of user experience
- Experience of working with large volumes of data
- Experience training and supporting users
- Knowledge of scripting languages (e.g., SQL) preferred
- Experience with Salesforce preferred
- Proficient in MS Office (primarily Excel)
- Experience in Customer Experience measurement preferred
- Experience with a VoC tool preferred
- Proven ability in driving awareness and understanding of customer experience opportunities - someone who can explain both the ‘what’ is happening and the ‘why’ it is happening.
Top Skills
SQL
The Company
What We Do
Cision is a leading global provider of earned media software and services to public relations and marketing communications professionals. Cision’s software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 4,800 employees with offices in 24 countries throughout the Americas, EMEA, and APAC.
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