Program Manager, Customer Experience
Company: OSIsoft, Inc.
Location: San Leandro
Posted on: June 12, 2021
As the Program Manager for our Customer Experience, you will be
responsible for the overall experience our external customers have
with the Customer Success organization through our various digital
properties and associated systems. You will be working with various
groups throughout customer success as well as customers to create
and maintain an overall vision and strategy of how customers work
with us through these systems and then turn that strategy into a
set of actionable plans for improvement in these systems.
As the Program Manager for our customer experience your main
responsibility will be to define the vision, strategy and needs
around the customer success digital properties to improve our
customer's experience with a large focus on the ideas of customer
self-service. You must possess both a strategic understanding of
the needs of customers as well as the needs of our internal teams
in this interaction. You then must be able to turn that
understanding into the strategic vision as well as well-defined
business system requirements and approaches to meet those needs. To
be successful in this position you will need to be able to think
strategically about what our ideal customer experience should be as
well as practically as to what we can accomplish with our systems
and methods that can be used to meet those strategic
Be the overall product owner for our digital systems including
our customer portal, community and learning sites and any other
associated systems with a key focus on how these systems work
together to provide a good customer experience.
Gather, understand, and prioritize external customer feedback
obtained through various channels (direct, user voice, account
Work closing with our internal teams in Customer Success to help
them achieve their customer facing goals through these digital
properties, incorporating these needs with customer feedback.
Develop and maintain an overall vision and strategy of how we
use our digital properties to create both a "quite enjoyment"
experience for our customers as well as to help them better
self-serve their needs. Included in this area is defining ways we
can measure how successful we are at implementing this
Prioritize the necessary enhancements and defect resolution in
these systems, working closely with other stakeholders in the
Drive the definition of business level requirements for updates
and enhancements to the systems working closely with SMEs
throughout the various CS teams.
Identify content governance and accessibility for customers and
Collaborate with Sales and Marketing to align our web properties
with current campaigns and social media initiatives.
- Document and communicate changes coming to these systems as
well as participating in marketing and training efforts to improve
the usage of these systems within our customer base.
Bachelors degree or higher education
5+ years' experience within Customer Success or similar
Previous experience in defining and managing customer success
related web properties and systems as a program or product
management or similar role.
Deep understanding of the needs and challenges our external
customers have in their interactions with customer success
functions, especially in a digital environment.
Understand how to formulate an overall strategic program plan,
write good business level requirements, and gain stakeholder
- Understand how to work within a global organization and be part
of a global team.
We are the makers of the PI System, the leading operations data
management platform in essential sectors, such as power generation
and utilities, water, oil and gas, mining, metals, manufacturing,
pharmaceutical, facilities, transportation, food and beverage, and
more. Every day, industrial professionals in 146 countries rely on
the PI System to improve operational performance, protect health
and safety, keep the lights on, and make the world run more
smoothly. Learn more about how you can make a difference at
OSIsoft is now part of AVEVA, a global leader in industrial
software, driving digital transformation and sustainability. By
connecting the power of information and artificial intelligence
with human insight, AVEVA enables teams to use their data to unlock
new value. We call this Performance Intelligence.
AVEVA's comprehensive portfolio enables more than 20,000
industrial enterprises to engineer smarter, operate better and
drive sustainable efficiency. The company is headquartered in
Cambridge, UK, with over 6,500 employees and 90 offices in over 40
AVEVA is an equal opportunity employer and is an affirmative
action employer. Adhering to our tenets, we are pathfinders, we are
honest, and we respect people: our customers, partners, and
especially our employees. We are committed to an inclusive
workplace and accept applications without regard to race, religious
creed, color, age, sex, sexual orientation, gender identity, gender
expression or gender characteristic, national origin, religion,
marital status, medical condition, physical or mental disability,
military service or veteran status, pregnancy, childbirth and
related medical conditions, or any other classification protected
by federal, state, and local laws and ordinances. If you have a
disability or special need that requires accommodation, please let
Keywords: OSIsoft, Inc., San Leandro , Program Manager, Customer Experience, Other , San Leandro, California
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