Voice of the Customer Program Lead

Attentive® is the AI-powered SMS and email marketing platform that delivers unparalleled messaging performance on the channels that matter most. Infusing intelligence at every stage of the consumer's purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbeque Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are

We're seeking a strong operator to build our Voice of the Customer (VoC) Program from the ground up. In this pivotal role, you'll champion customer-centricity, lead VoC initiatives, foster collaboration across teams and elevate the customer narrative to the core of our operations. Working closely with Revenue, Marketing, and Product teams, you'll establish robust feedback channels, drive actionable insights, and inform team roadmaps to improve our overall customer retention, growth & experience. If you're a self-starter with a knack for driving measurable results through VoC initiatives, we want you on our team. This position reports directly to our VP, GTM Strategy.

Why Attentive needs you

• Lead the vision, strategy, and execution for our first-ever VoC Program including metrics that matter, strong and actionable feedback loops, and bringing our value of ‘Champion the Customer’ to the heart of our internal and external forums.
• Deeply understand and communicate customer needs, with ability to tell a clear customer narrative, empowering and inspiring customer-obsession across Attentive; Educate through customer stories, building internal customer empathy and understanding.
• Ensure we have clear KPIs, working with our CS and RevOps teams to democratize customer-first data to better learn from our customers (including Churn Rate, Customer Lifetime Value, etc.).
• Set up closed loop feedback processes, ensuring we deeply understand our customer’s needs working with product, marketing, CS to identify customer listening posts and surveys (customer satisfaction survey, customer advisory board, industry advisory board, product nps survey, etc.) capturing feedback, synthesizing recommendations, and driving action with relevant teams
• Work with CS to evaluate whether customers have everything they need from us at each stage of the Customer Lifecycle to grow their business.
• Work closely with Product Management, Product Marketing, CS, and many other teams to gather insights and feedback, and align VoC with product updates and market needs.
• Regularly analyze customer feedback and data to refine the VoC narrative and programs for maximum effectiveness. This includes new product launches.
• Regularly report on the effectiveness of the VoC program to senior management, providing insights and recommendations for ongoing improvements
• Facilitate strategic connections between Attentive and key customers and prospects, leveraging these relationships to drive multi-threading initiatives and enhance key account strategies for optimal business growth and client engagement.

About you

• 5-7 years experience in client-facing or Voice of the Customer/customer advocacy roles, preferably in a B2B SaaS environment.
• Deep understanding of customer needs and behaviors, with a passion for bringing a deeper understanding of the customer to every team at Attentive.
• Proven ability to work effectively cross-functionally, building relationships, ensuring cohesive strategies towards common business goals and driving towards impact.
• Excellent written and verbal communication abilities, with a knack for simplifying complex concepts and for delivering inspirational storytelling.
• Ability to analyze data and trends to inform strategic decisions and improve customer outcomes.
• A forward-thinking approach, constantly seeking new strategies & technologies to bring customer-centricity to life.
• Strong organizational and project management skills, with the ability to manage multiple initiatives simultaneously in a fast-paced environment.

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

- The US base salary range for this full-time position is $125,000 - $160,000 base + bonus + equity + benefits

- Our salary ranges are determined by role, level and location

#LI-DNI

Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Our success is defined by our customers' success

Act Like an Owner - Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.