Accelon Consulting
Company:
https://www.linkedin.com/company/accelonconsulting
Seniority: Mid-Senior level
Industries: Software Development
Job details:
Job Description
- Own operational delivery of relationship surveys and customer listening programs, managing workflows including targeting, scheduling, distribution, reminders, and tracking.
- Oversee customer interview programs with scheduling, capacity planning, vendor support, and reporting.
- Manage VoC program KPIs, operational health metrics, and lead continuous improvement initiatives.
- Coordinate resolution of operational, data, workflow, and platform issues.
- Maintain governance, compliance, and operational controls.
- Develop and maintain playbooks, training materials, and self-service resources; deliver stakeholder onboarding and enablement.
- Support closed-loop feedback processes to improve accountability and link feedback to business actions.
Requirements
Must-Have:
- Bachelor's degree or equivalent experience.
- 5+ years of experience in customer feedback programs, research/CX operations, or program management.
- Hands-on experience with Qualtrics, Medallia, and Salesforce workflows.
- Strong program management, operational excellence, analytical, problem-solving, and communication skills.
- Proven experience managing cross-functional stakeholders and driving process improvements.
Nice-to-Have:
- Experience in Customer Success, Customer Experience (CX), or Customer Insights.
- Experience with enterprise-scale Voice of Customer (VoC) programs.
- Knowledge of training and enablement programs.
- Familiarity with customer research methodologies.
- Experience using analytics platforms.
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