Full TimeUnited States - Colorado - Greenwood VillagePosted 02/25/2021Areas of interest: MarketingRequisition Number: 275999BRMPD357
At a glance:
Are you an analytical professional experienced at developing and implementing client experience strategies and plans?
Can you commit to a position managing client and team member feedback, analyzing data and identifying actionable insights for leadership to leverage?
Do you desire a competitive salary with lucrative benefits and a focus on professional development?
At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.
Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.
You excel at continuously improving the experience of our largest business clients. As the Enterprise Client Experience Insights Manager, you are a critical part of the Client Experience (CX) team that focuses on developing and implementing client experience strategies and plans. You ensure that data is accurate and relevant through the management of client and team member feedback mechanisms and platforms. You enhance client satisfaction by analyzing data, translating business opportunities, identifying actionable insights and communicating results and opportunities.
You collaborate with data and operational teams to collect information that can be leveraged through analysis, reporting and communication plans. You have a keen ability for identifying roadblocks and overcoming obstacles to improve growth and the client experience. You thrive in a office environment and travel as needed to meet company objectives. You report directly to the Senior Manager of Enterprise Client Experience for goals, guidance and assistance.
Competitive salary with bonus.
Health, vision and dental insurance.
100% company match 401(k) up to 6%.
Company funded retirement accumulation plan for an additional 3%.
Pretax childcare spending account.
Paid holidays, vacation days, personal days and sick days.
Employee discount on spectrum services where available.
What you will do:
Encourage company-wide success through active and consistent support of all efforts to simplify and enhance the client experience.
Drive the direction of client experience improvements by planning, implementing and managing aspects of the client and team member feedback program, including research methodologies, approach and delivery.
Communicate findings for stakeholders to leverage using a variety of tools and methods, such as dashboards, visualization and online content.
Evaluate technology options to recommend optimal solutions.
Deepen the understanding of performance between the client and Spectrum Enterprise throughout the client lifecycle by identifying gaps and opportunities in feedback and presenting findings to leadership.
Recommend client experience improvements by analyzing, embedding, reinforcing and sharing views of clients driven by client insights.
Standardize, manage and report on client experience metrics and measurements to gauge improvement progress.
Review and synthesize insights from analytics and data to understand client sentiment and needs.
Access client sentiment and enable faster client resolutions by partnering cross-functionally across the organization to support business needs.
Deliver a distinctive client experience by managing projects in collaboration with the broader client experience team and cross-functional groups.
Influence standardization of client communications throughout the client journey to ensure messages are consistent and relevant.
Required keys for success:
Five or more years of client experience, client insights or related experience.
History of developing collaborative relationships and working with large, cross-functional teams in order to achieve business goals and results.
Proven ability to translate complex, data-driven material for business and client improvements.
Ability to maintain flexibility to effectively prioritize projects and manage changes.
Passion for improving the client experience and working to achieve shared goals.
Solid analytical and issue resolution abilities.
Sound decision making skills driven by client insights.
Effective written and spoken English communication skills with all levels of an organization.
How you will stand out from the crowd:
Two or more years in CX in a business-to-business (B2B) environment.
Two or more years of experience with CX management software, such as Qualtrics or Medallia.
Three or more years of experience visualizing data for specific audiences.
Three or more years of experience with work management tools, such as Jira.
Solid layout and design skills
Experience in cable or telecommunication industry.
Bachelor’s degree in business, marketing, communications or an equivalent combination of education, training and experience (required).
Salaries depend on geography, experience, and education; negotiations begin at $64500
For more information on Spectrum’s benefits, please click here.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.