Senior Customer Experience Manager

🔥 13 hours ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Plan, configure, launch, and monitor customer feedback programs including NPS, CSAT, Ease of Doing Business, partner feedback, and targeted product or journey surveys • Administer activities within Qualtrics or comparable feedback platforms, including survey setup, logic, contact lists, distribution schedules, and reporting • Prepare recurring Voice of Customer reporting covering survey results, response trends, customer comments, themes, and segment-level findings • Conduct descriptive analysis of survey data and qualitative feedback • Partner with the CX Data Analyst to validate data, investigate trends, and develop dashboards or reporting enhancements • Coordinate the closed-loop feedback process by routing feedback to accountable teams and tracking follow-up activity • Support action-planning meetings, maintain action trackers, and flag overdue or blocked actions to the CX leader • Gather and organize product feedback from VoC programs, surveys, customer-facing teams, and community channels • Prepare customer feedback summaries and supporting evidence for Product stakeholders • Organize and maintain qualitative feedback from customer interviews, advisory boards, focus groups, and churn or exit feedback • Apply categorization and tagging standards to synthesize qualitative and quantitative feedback • Develop and maintain practical guides, templates, and communications for customer-facing teams • Identify opportunities to improve program workflows, reporting efficiency, and survey operations

🎯 Requirements

• 3+ years of program management, operations, customer experience, or related experience • 2+ years supporting customer-feedback, survey, or customer-experience programs in a B2B software or SaaS environment • Hands-on experience with Qualtrics or a comparable survey or experience-management platform • Experience with survey setup, logic, contact lists, distribution schedules, reporting, and basic platform troubleshooting • Familiarity with NPS, CSAT, CES/Ease of Doing Business, customer health, retention, and feedback-management practices • Ability to analyze survey results and qualitative feedback, identify patterns, and communicate findings clearly • Experience coordinating multiple workstreams, deadlines, stakeholders, and dependencies • Strong written communication, organization, attention to detail, and follow-through • Ability to present confidently to stakeholders at all levels • Proficiency in Power BI, Excel, Gainsight, Salesforce, or comparable reporting and customer-data tools • Ability to collaborate across Product, Customer Success, Sales, Support, and Operations stakeholder groups • Experience supporting closed-loop feedback, action tracking, customer journey mapping, or product-feedback processes in a cross-functional B2B environment • Experience with qualitative customer feedback, including customer interviews, focus groups, advisory boards, or churn and exit feedback programs • Demonstrated ability to translate complex feedback data into clear, concise findings and actionable recommendations • Bachelor's degree in Business, Marketing, Psychology, Data Analytics, Communications, or a related field, or equivalent practical experience sufficient to successfully perform the principal duties of the role

🏖️ Benefits

• Career development resources • Wellbeing programs • Innovation practices • Inclusive workplace culture • Employee initiatives and community giving campaigns