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Program Manager, Customer Experience

Company: OSIsoft, Inc.
Location: San Leandro
Posted on: June 12, 2021

Job Description:

Job Description

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 objectives.

Responsibilities include:

  • 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 teams, etc.)

  • 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 strategy.

  • Prioritize the necessary enhancements and defect resolution in these systems, working closely with other stakeholders in the organization.

  • 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 potential customers.

  • 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.

Requirements:

  • Bachelors degree or higher education

  • 5+ years' experience within Customer Success or similar environment.

  • 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 support.

  • Understand how to work within a global organization and be part of a global team.

About AVEVA

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 www.osisoft.com/careers.

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 countries.

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 us know.

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Keywords: OSIsoft, Inc., San Leandro , Program Manager, Customer Experience, Other , San Leandro, California

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