We are Semrush, a global IT company developing our own product – a platform for digital marketers. New stars are born here, so don’t miss your chance. This is our role job title for those who want to turn ideas into reality using code, algorithms, and maybe a bit of magic.
And this is our Voice of the Customer Program Manager role for those who are goal and success-oriented.
Tasks in the role
Perpetual Champion of the Customer: Provides the customer a voice within the organization to ensure they are considered in organizational decision making
Strategic thinker: Develop and manage CX data gathering project plans to feed Customer Journey/Engagement programs
Voice of the Customer, Customer Insight, and Understanding: Establish, optimize and enrich how customer feedback is captured and interpreted across listening channels
Consistent Metrics, Measurement, and ROI on each customer touchpoint: Analyze and interpret a mix of qualitative and quantitative data to identify trends and provide recommendations
Drive the long-term vision of the program: Project-manage the program setting clear priorities and expectations on weekly program deliverables to achieve that vision
Client Engagement: Deliver best-in-class client experiences on engagements helping to craft and deliver work plans, work-streams and customer insights ensuring, managing and optimizing the capture of customer feedback and insights across the customer journey
Subject Matter Expertise: Understand and analyze customer data and feedback utilizing this information to improve the customer experience and maximize the lifetime of the customer
Communication: Persuasively deliver actionable insights and recommendations to various cross-functional teams and stakeholders to improve customer experience and health score
Manage and work on cross-functional buy-in of our feedback tools, surveys, and dashboards, including the development and improvement of surveys, reports and processes to capture the Voice of the Customer
Works proactively to identify areas of improvement and identify relevant stakeholders to collaborate with while being able to execute
Responsible for closing the loop between customer feedback and the organization reacting to it through strong relationships with sales, marketing, product, finance & other business counterparts to ensure teams have a deeper understanding of our customer needs
Leadership: Be a strategic leader consistently auditing the health of the customer experience
Target Setting: Evaluates various customer facing programs continually evolving the program to ensure initiatives are tracked, risks are highlighted and programs elevate the customer experience
Who we are looking for
Fluent/near-native English (C1-C2)
5-7 years of progressive responsibility for VoC program methodologies
At least, 3+ years of experience working in SaaS or other highly transactional B2B organizations
Self-starter with a ‘don’t take no for an answer attitude
Experience with data visualization tools (Looker, Tableau, Power BI, etc)
Demonstrated track record of success in a high-growth, self-directed business environment
Excellent written and oral communication skills
They say there are no perfect candidates, but that might well be you, if
Experience performing the quantitative and strategic analysis (preferably in product development, consumer marketing, or consulting preferred)
Inquisitive mindset with a major in marketing, business, economics, statistics, engineering, or mathematics preferred but not required
You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Changes, because we are always looking to make things better
A bit about the team
You can get to know the team better at one of the interviews, but some brief information about future colleagues will be useful now.
This role requires a blend of intellectual curiosity, critical thinking and a passion for coaching a diverse group of people in a global range of time zones. Successful candidates enjoy digging into the data, collaborating with others and are adept at translating insights into actionable recommendations.
We will try to create all the right conditions for you to work and rest comfortably
Work format Choice: It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
Flexible working day start.
Breakfast, snacks, and coffee at the office.
Multi-sport card and compensation for hobby expense (Employee+Family).
Training, courses, conferences.
English and Czech courses.
Gifts for employees.
Employee Stock Purchase Program.
Finally, a little more about our company
Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.
We’ve been developing our product for 14 years and have been awarded G2’s Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.
10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.
Our new colleague, we are waiting for you!
Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.