Senior Voice of the Customer Analyst

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🕒 2 days ago

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Harbor IT

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

Harbor IT is a managed IT service provider that specializes in delivering tailored network infrastructure, cybersecurity solutions, and unified communications to organizations of various sizes. With over 30 years of experience, the company emphasizes a consultative approach to develop customized solutions that maximize operational efficiency with minimal disruption. Their offerings include cybersecurity as a service, network infrastructure management, and lifecycle management, supported by a dedicated team available 24/7 to ensure seamless operations across their clients' technology environments.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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