Customer Insights Manager

Position Overview:

Diligent is looking for a driven, analytical, customer-obsessed manager to establish, grow and nurture a series of Customer Advisory Boards (CABs) and an Early Adopter Group. This individual will leverage findings on our customers and the market to inform our product roadmap, focus areas for our support function, marketing strategy, and related functions.

This role is highly collaborative, maintaining regular touchpoints with our Product Marketing, Customer Success and Support, UX and Marketing teams. This individual will be passionate about using data and insights to improve the customer experience and is a masterful communicator, comfortable presenting findings across the organization from product managers and marketers to the CEO and commercial leaders.

This role will be expected to build new quantitative and qualitative mechanisms to improve understand how Diligent’s products and roadmaps are meeting the current and anticipated needs of customers and their markets, partnering with our product management and operations teams to unify, automate and share customer insights

Key Responsibilities

• Build and conduct the customer advisory boards (CAB) covering the primary target personas for Diligent’s products, including coordination of program, the recruitment of senior executives to participate, and the management of feedback distribution with insights to internal Diligent stakeholders.
• Scope, conduct, and oversee our Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) surveys in partnership with an outside research agency and in lock step with the strategy for automated digital transformation (moving CSAT and NPS from emailed relational surveys to an automated, actionable program)
• Build a program for customer stories and referrals, indexing with our Sales and Partner Enablement teams.
• Scale the Customer Stories and Customer Referrals programs with architecture throughout the CRM implementation.
• Maintain best in class program hygiene, with thoughtful stakeholder management planning and facilitating prioritization of actions in response to customer feedback
• Collate competitive research function and incorporate findings into the broader narrative of how we are performing with our customers
• Leverage both customer and market research to inform and challenge product strategy/roadmaps in order to grow competitive advantage and support improved win rates in market
• Maintain repository of Market & Customer Insights, in collaboration with Customer Experience
• Develop a format and cadence to communicate your insights and findings to teams across the globe, including quarterly workshops and presentations to senior leadership
• Develop predictive models and advanced analytics capabilities to anticipate market trends and user needs

Required Experience/Skills:

• B2B SaaS experience in a similar position
• Experience in customer research methods, including survey creation, analysis, and segmentation
• Experience with customer journey mapping, using Jobs to be Done frameworks to tell the customer story
• Ability to grasp and simplify complex industry, product, and customer concepts
• Ability to build relationships and work effectively with executive leaders across functions
• Ability to present clear, actionable insights that guide company and customer decisions
• Ability to oversee multiple workstreams and execute all tasks, large or small
• Ability to work successfully in a quick, agile environment
• Ability to maintain a customer centric and results oriented focus
• Proven track record of customer advocacy
• Positive, energetic attitude and initiative, with strong work ethic
• Strong interpersonal and communication skills

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Last updated on Aug 15, 2024