Senior Voice of the Customer Analyst

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Harbor Compliance

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2012

📋 Conformité

☁️ SaaS

🤝 B2B

💰 Debt financing en 2021-12

Compliance • SaaS • B2B

Harbor IT est un prestataire de services informatiques gérés qui se spécialise dans la fourniture de solutions d'infrastructure réseau sur mesure, de cybersécurité et de communications unifiées pour des organisations de toutes tailles. Fort de plus de 30 ans d'expérience, l'entreprise met l'accent sur une approche consultative pour développer des solutions personnalisées qui maximisent l'efficacité opérationnelle avec un minimum de perturbations. Leurs offres incluent la cybersécurité en tant que service, la gestion d'infrastructure réseau et la gestion de cycle de vie, soutenus par une équipe dédiée disponible 24h/24 et 7j/7 pour assurer des opérations sans faille dans les environnements technologiques de leurs clients.

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.

🎯 Exigences

• 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.

🏖️ Avantages

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