Job Description

At Salesloft, our Customer Experience Program Manager will be pivotal to our company’s success. You will be a key member of our fast-growing and high-performing customer team and will be our key to understanding customer sentiment and making decisions to improve the customer experience through managing our Net Promoter Score and process. We believe that delivering an amazing customer experience leads to successful customers who see value out of Salesloft and helps them to achieve their goals.

On a day-to-day basis, you will be responsible for standing up and managing our Net Promoter Score implementation, feedback and process. Specifically, you will:

• Design and optimize our systems and tools to deliver and measure the customer net promoter score.
• Review and analyze customer feedback to understand themes and trends to act upon.
• Share insights and details with key stakeholders across the organization outlining key actions recommended.
• Review the process regularly to find ways to improve and achieve more customer participation.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to define how we interact with our customers in a meaningful way. You will have an opportunity to make a difference.

WHAT WE’RE LOOKING FOR:

We are seeking a team-oriented, results driven, and motivated innovator who is focused on getting feedback from our customers to help define how we should best serve them and deliver an exceptional experience. Specifically, you will be key to helping us measure NPS and finding ways to continually improve upon those results.

If you’re looking for an opportunity to learn more, do more, and become more, then becoming a Customer Experience Manager is the career path for you!

THE TEAM:

Our Salesloft’s Customer team is comprised of seasoned and up-and-coming customer-obsessed individuals who are all aligned on one vision and mission:

• Vision: Every seller is loved by the buyers they serve (#saleslove)
• Mission: Equip companies to maximize revenue by creating a fantastic buying experience

The Customer team consists of passionate and driven post-sales professionals who are focused on earning customer trust and delivering big results. The entire customer team shares this one key trait: they put the customer at the center of everything they do.

They are also the epitome of our core values and every day they… Lead with humility and respect, Earn customer trust, Put team over self, Redefine what’s possible, and Deliver big results.

THE SKILL SET:

• 4+ years of business experience in the customer experience field, demonstrating understanding of Professional Services, Customer Success and Customer Support operations in SaaS
• Passion for customers and partners and effective at designing and implementing experience KPI’s and other measures.
• Expertise in goal setting, project design, communication skills, driving for results and managing risks.
• Ability to partner cross-functionally with multiple departments to achieve outcomes.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
• Outstanding in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to details and good multi-task skills.
• Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
• A passion for defining and implementing scalable processes, coupled with a willingness to dive into tasks hands-on when necessary.
• Direct experience with customer operations systems: CRMs, Customer Success platforms, customer ticketing systems, and Business Intelligence tools.
• Proficiency with at least some of the tech stack, including Salesforce, Hook, AskNicely, Gainsight, Salesloft and Drift, is desirable.

WITHIN ONE MONTH, YOU’LL:

• Attend Salesloft’s New Hire Orientation, where you will learn our Salesloft story and understand what makes our “Lofters” unique.
• Begin 1:1’s with your manager, understand your 30-6-90 plan, meet & shadow current members of the Salesloft team, and delve into your territory.
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them.
• Meet key partners in Customer Success, Renewals, Professional Services, Customer Support, Customer Education, Product, etc. – they will be key stakeholders in the customer experience.
• Start building the process for delivering, measuring and responding to customer NPS scores and feedback.

WITHIN THREE MONTHS, YOU’LL:

• Document the process for delivering, collecting, measuring and responding to customer NPS scores and feedback
• Review customer feedback and report on trends for each department.
• Partner with your leader on understanding the customer journey and how NPS can help improve the overall experience.

WITHIN SIX MONTHS, YOU’LL:

• Begin reviewing the process for collecting NPS for areas to optimize and refine.
• Build a plan to improve NPS scores and customer response rate.
• Continue to focus on your OKRs.

WITHIN TWELVE MONTHS, YOU’LL:

• Establish an ongoing process to optimize the NPS program and identify ways to innovate.
• Be a key member on the Customer Experience team and take on new programs related to improving the customer experience through understanding the customer journey.

WHY YOU’LL LOVE SALESLOFT:

At Salesloft, we’re not just a company, we’re a community built on shared values.

Salesloft helps sales teams drive more revenue with the only complete Sales Engagement platform available in the market. Salesloft is the one place for sellers and managers to go to execute all their digital selling tasks, communicate with buyers, understand what to do next, forecast with accuracy, and get the coaching and insights they need to win more deals. Thousands of the world’s most successful sales teams, like those at Google, 3M, IBM, Shopify, Square, and Cisco, drive more revenue with Salesloft.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world. As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2021, Atlanta Business Chronicle’s 2022 Healthiest Employers, three times by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine.

In addition to our stand-out organizational health, G2 recently ranked us #1 in Enterprise Sales Engagement and we were named a leader in the 2022 Forrester Wave for Sales Engagement. We received the highest possible score in 26 out of 30 criteria, more than any other vendor evaluated in our category.

We’re redefining an age-old industry. This is challenging work – but our team of driven innovators makes the journey thrilling. We’re fast-paced, cutting-edge, and collaborative. We pursue excellence in everything we do and have a lot of fun along the way. Come join us!

Check us out on Glassdoor and see what people LOVE about working for Salesloft!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-trajectory organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

Salesloft embraces diversity and invites applications from people of all walks of life. We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.