Senior Voice of the Customer Analyst

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Harbor IT

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 1995

🔒 Cybersecurity

☁️ SaaS

🏢 Unternehmen

Cybersecurity • SaaS • Enterprise

Harbor IT ist ein Anbieter von verwalteten IT-Diensten, der sich auf maßgeschneiderte Netzwerkinfrastrukturen, Cybersecurity-Lösungen und einheitliche Kommunikation für Organisationen verschiedener Größen spezialisiert hat. Mit über 30 Jahren Erfahrung legt das Unternehmen großen Wert auf einen beratenden Ansatz, um individuelle Lösungen zu entwickeln, die die Betriebseffizienz mit minimalen Störungen maximieren. Zu den Angeboten gehören Cybersecurity als Service, Netzwerkinfrastruktur-Management und Lifecycle-Management, unterstützt durch ein engagiertes Team, das rund um die Uhr verfügbar ist, um den reibungslosen Betrieb der Technologieumgebungen seiner Kunden zu gewährleisten.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

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