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Manager, Customer Experience

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Kaseya^® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.

We are seeking a dynamic and analytical Manager, Customer Experience to oversee our customer sentiment measurement initiatives. This role is pivotal in understanding customer perceptions through surveys and feedback channels, including CSAT, NPS, and CES metrics. The ideal candidate will be responsible for designing the questions we ask, managing our SaaS tool (Customer Thermometer), and transforming raw data into meaningful insights to drive improvements in the service we deliver.

Key Responsibilities

VoC Strategy & Program Management

Develop and Implement VoC Programs: Create a comprehensive voice of the customer strategy that aligns with overall business objectives.
Design Survey Frameworks: Establish survey questions and methodologies that accurately capture customer sentiment across multiple touchpoints.
Tool Management: Oversee the use and optimization of our current VoC tool (Customer Thermometer) to ensure efficient data collection and reporting.
Monitor Key Metrics: Track and analyze customer sentiment data, including CSAT, NPS, and CES scores, to gauge customer satisfaction and loyalty.
Insight Generation: Translate survey results and feedback into actionable insights, identifying trends, pain points, and opportunities for improvement.
Performance Reporting: Develop and deliver regular reports and dashboards that highlight critical findings, trends, and recommendations to key stakeholders.
Cross-Functional Collaboration: Work closely with customer support, product management, marketing, and other internal teams to integrate customer feedback into continuous improvement efforts.
Feedback Loop Creation: Establish clear channels for communicating insights to teams across the organization, ensuring that customer feedback drives decisionmaking.
Customer Advocacy: Act as the voice of the customer within the company, ensuring that feedback and insights are represented at all levels of strategic planning.
Optimize Survey Tools: Identify and recommend enhancements to our SaaS survey tools and processes to improve data accuracy and efficiency.
Best Practices: Stay current with industry trends and best practices in customer feedback measurement, adapting our methodologies as needed.
Experimentation: Initiate pilot projects or A/B testing to refine survey questions and methodologies, ensuring continuous enhancement of our VoC programs.

Qualifications & Skills

Experience: Proven experience in customer experience, survey design, or a related field. Experience with VoC programs and feedback tools (e.g., Customer Thermometer) is a plus.
Analytical Skills: Strong quantitative and qualitative analytical skills with the ability to transform complex data sets into actionable business insights.
Communication: Excellent written and verbal communication skills, capable of clearly articulating findings and recommendations to diverse audiences.
Technical Proficiency: Familiarity with survey platforms, data analysis tools, and reporting dashboards.
Collaboration: Demonstrated ability to work cross-functionally and manage stakeholder expectations.

Project Management: Strong organizational skills and the ability to manage multiple projects simultaneously in a fast-paced environment.

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

Average salary estimate

$85000 / YEARLY (est.)

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$75000K

$95000K

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What You Should Know About Manager, Customer Experience, Kaseya Careers

Join Kaseya as a Manager, Customer Experience in beautiful Orlando, Florida, where you’ll play a key role in shaping how we perceive customer feedback and drive improvements across our services. Kaseya, a leader in IT infrastructure and security management solutions, is on the lookout for a dynamic, analytical individual who is passionate about enhancing customer satisfaction through innovative Voice of Customer (VoC) strategies. In this pivotal position, you will design survey frameworks that capture customer sentiments across various touchpoints, leveraging tools like Customer Thermometer to gather and analyze vital data. With your expertise in CSAT, NPS, and CES metrics, you’ll transform raw feedback into actionable insights that influence company-wide decision-making and strategic planning. Your strong communication and collaboration skills will allow you to work seamlessly across teams, from product management to marketing, ensuring that customer voices are heard at every level. If you thrive in a fast-paced environment and have a knack for project management, this is your chance to join a company that embodies boldness, grit, and accountability. At Kaseya, we believe in not just achieving success but in doing so while making a meaningful impact on the lives of our customers and employees alike. If you’re ready to elevate customer experience in an innovative and supportive setting, we invite you to come aboard the Kaseya growth rocket ship and be part of our mission in #ChangingLives.

Frequently Asked Questions (FAQs) for Manager, Customer Experience Role at Kaseya Careers

What are the key responsibilities of the Manager, Customer Experience at Kaseya?

The Manager, Customer Experience at Kaseya is responsible for developing and implementing VoC programs to capture customer insights effectively. This includes designing surveys that measure customer sentiment, managing tools like Customer Thermometer, and analyzing key metrics such as CSAT, NPS, and CES scores. Additionally, this role involves generating insights from data and reporting findings to stakeholders to drive improvements in service delivery.