Senior Program Manager, Voice of the Customer

As a Senior Program Manager, Voice of the Customer at Anaplan, your primary focus will be to drive the customer feedback strategy and ensure insights translate into meaningful business decisions. You will lead the Voice of the Customer program, manage NPS and CSAT implementations, and establish a feedback infrastructure that influences products and customer journeys. Collaboration is key; you'll work cross-functionally with different teams to ensure customer insights shape strategic planning and enhance the overall customer experience.

To be considered for the Senior Program Manager, Voice of the Customer role at Anaplan, candidates should have 5-7 years of experience in Customer Experience or Voice of the Customer programs, particularly in SaaS environments. A proven track record with managing NPS/CSAT programs, strong analytical and communication skills, and experience using feedback tools like Medallia or Qualtrics are also essential to effectively carry out the responsibilities of the position.

Anaplan fosters a Winning Culture centered on customer success, innovation, and diversity of thought. As a Senior Program Manager, Voice of the Customer, you will embody this culture by advocating for customer feedback and ensuring it influences core business strategies. Your contributions will be celebrated, as our culture encourages collaboration, ambition, and recognizing each employee's unique strengths in driving customer engagement and satisfaction.

In the role of Senior Program Manager, Voice of the Customer at Anaplan, you will work with various customer feedback tools and survey platforms such as Medallia, Qualtrics, and Gainsight. These tools will aid in gathering insights, analyzing customer sentiment, and developing structured programs to drive actionable improvements in customer experiences and overall business outcomes.

Success as a Senior Program Manager, Voice of the Customer at Anaplan is defined by your ability to capture and utilize customer feedback to create measurable improvements. This means effectively managing NPS/CSAT programs, presenting actionable insights to leadership, and ensuring that customer sentiment influences product roadmaps and customer engagement strategies. Your contributions will play a pivotal role in driving customer satisfaction and business growth.

In approaching this question, highlight your previous experience managing Voice of the Customer programs. Discuss specific examples where you successfully implemented feedback strategies that led to measurable improvements in customer experience and satisfaction. Use metrics to showcase your impact.

To answer this question effectively, describe your method for categorizing and prioritizing feedback based on urgency, potential impact, and alignment with strategic goals. Discuss the frameworks you leverage, such as NPS trends and sentiment analysis, to guide decision-making processes.

Talk about your proficiency with different analytical tools and methods, such as statistical analysis and data visualization techniques. Mention the platforms you're familiar with, like Medallia or Qualtrics, and how you translate data into actionable insights for various stakeholders.

Provide a specific example where you collected customer feedback that directly influenced a product feature or service change. Discuss the process you followed, how you communicated the insights to relevant teams, and what the outcomes were for both customers and the business.

Share a step-by-step overview of how you would design, implement, and analyze an NPS program. Mention the importance of segmenting your audience, setting goals, determining timing and frequency, and creating strategies for following up on the results.

Emphasize the importance of collaboration in your role. Cite examples where cross-functional teamwork has been vital in operationalizing customer feedback. Discuss communication strategies you use to ensure alignment with other teams such as Product, Marketing, and Support.

Mention the various channels you use to stay updated, including relevant webinars, industry reports, networking groups, or thought leadership articles. Explain how you incorporate learnings into your role to continuously enhance Anaplan’s Voice of the Customer strategy.

Explain your analytical approach to dealing with conflicting feedback. Discuss how you would prioritize insights based on broader customer strategy and identify commonalities that could lead to a beneficial compromise, aligning with business goals.

Talk about your approach to creating impactful presentations that summarize key insights and include actionable recommendations. Highlight your ability to tailor your message to resonate with executive audiences to facilitate engagement and decision-making.

Identify potential challenges, such as resistance to change or limited resources, and explain your proactive strategies for overcoming these issues. Discuss your commitment to fostering a culture of open communication and continuous improvement to address and adapt to challenges.