VoiceofCustomer, Program Manager
Cyberark

Who we are:

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity - human or machine - across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world's leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.

About CyberArk:

CyberArk is the global leader in Identity security, a critical layer of IT security to protect data, infrastructure and assets across the enterprise, in the cloud and throughout the DevOps pipeline. CyberArk delivers the industry's most complete solution to reduce risk created by privileged credentials and secrets. The company is trusted by the world's leading organizations, including more than 50 percent of the Fortune 500, to protect against external attackers and malicious insiders.

Job Description:

CyberArk is looking for a highly motivated, experienced, and knowledgeable Voice of Customer Program Manager to help mature and grow a world-class Voice of Customer (VoC) Program. Working as part of the Corporate Success team, this role will be a critical and focal point for promoting the VoC Program while bringing research rigor, experience, new ideas and energy into the existing VoC Program.

Responsibilities:

The Voice of Customer Program Manager is a global, highly visible and impactful role. As Voc Program Manager you:

• Will establish yourself at CyberArk as the customer research expert by developing and showcasing a deep understanding of VoC insights based on research experience and best-practices knowledge.
• Are consistently data curious and data driven, having a rich understanding of qualitative and quantitative data analytics, will work together with our business intelligence and Success Operations teams to continuously question results, improve data gathering methodologies, and advise on interpretation of results based on analysis best practices.
• Can effectively communicate the value that VoC brings, actionable insights across the customer journey, the problems VoC is finding, solving, being able to do so at all levels of the organization with comfort
• Thrive in a collaborative atmosphere, driving consensus cross-functionally to showcase and bring together insights that lead all teams to work collectively to improve the customer experience.
• Are a Customer-First Advocate that is extremely passionate about the viewpoints, experiences and needs of our customers and are able to constructively share these across a wide ranging internal audience in order to influence the strategy and direction of building best-in-class products.
• Are an educator and enabler and will teach key personnel in different functions to seek VoC insights that related to their relevant areas of the organization as they help evangelize the VoC program.
• Enjoy working on the building and delivery of regular reporting to leadership and stakeholders for key opportunities and insights based on customers and their experience.

A successful Voice of Customer Program Manager:

• Is results oriented with a tenacity to bring projects across the finish line, on time, every time.
• Has extensive experience in qualitative and quantitative research insights and analytics processes.
• Previously owned the success and results of a cross-functional, company impactful VoC program charter
• Can identify capture points for customer feedback and insights across the customer journey Is comfortable working in a hybrid-matrix environment, where driving consensus across multiple stakeholders is commonplace and required to move programs forward.

Requirements:

• 5+ years of work experience in Customer Experience, Insights & Research in a SaaS environment
• 3+ years with VoC platforms, survey and reporting tools
• Degree in mathematics, engineering, or similar discipline highly preferred
• Superior communication and interpersonal skills including proven ability to build consensus and buy-in
• Strong presentation skills with the ability to deliver high-quality content across all audiences
• Proficiency in Microsoft PowerPoint, Tableau, and Excel a plus

CyberArk is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status

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