Senior Voice of the Customer Analyst

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🕒 Junho 2

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Harbor Compliance

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

📋 Conformidade

☁️ SaaS

🤝 B2B

💰 Debt financing em 2021-12

Compliance • SaaS • B2B

A Harbor IT é um provedor de serviços de TI gerenciados que se especializa em fornecer infraestrutura de rede personalizada, soluções de cibersegurança e comunicações unificadas para organizações de vários tamanhos. Com mais de 30 anos de experiência, a empresa enfatiza uma abordagem consultiva para desenvolver soluções personalizadas que maximizam a eficiência operacional com mínima interrupção. Suas ofertas incluem cibersegurança como serviço, gerenciamento de infraestrutura de rede e gerenciamento de ciclo de vida, apoiados por uma equipe dedicada disponível 24/7 para garantir operações contínuas nos ambientes tecnológicos de seus clientes.

Descrição

• Design and run a structured customer interview program across Harbor’s key customer segments, including interview guides, synthesis, and recurring monthly interviews. • Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data. • Develop a repeatable process for turning customer feedback into executive insights and action items. • Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve. • Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes. • Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers. • Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback. • Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts. • Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting. • Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals. • Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions. • Present customer insights and recommendations to senior leadership in a clear, actionable format. • Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams. • Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability. • Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements. • Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions. • Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities. • Partner with Product to prioritize feature and experience improvements based on customer feedback.

🎯 Requisitos

• 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes. • Experience building customer research programs and structured interviews that inform business decisions. • Strong executive communication skills with experience presenting complex analysis to senior stakeholders. • Advanced SQL and CRM data experience (HubSpot preferred), plus survey design expertise (NPS, CSAT, CES). • Experience with customer segmentation or cohort analysis tied to retention and growth. • Proven ability to work cross-functionally and independently with minimal direction.

🏖️ Benefícios

• health benefits • flexible paid time off • parental leave • fertility and adoption assistance • 401(k) • educational reimbursement