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    Lead Customer Experience Program Analyst - Raleigh, United States - Cloud Software Group

    Cloud Software Group
    Cloud Software Group Raleigh, United States

    1 week ago

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    Description
    Better work begins at ShareFile

    ShareFile is a place where you can stretch, grow, and make an impact every day. We move fast here, thrive in gray zones, and are committed to putting the customer first. We value the whole you - your ideas, your inspirations, your aspirations, your initiative - and leadership gives us the space to explore and the feedback to help us grow. And the best part? We do it all as a team. At ShareFile, we thrive as one. We always take care of each other because we succeed when we all succeed.

    We help organizations deliver a modern client experience with secure, easy-to-use technology that streamlines document and client-facing workflows. With more than 90,000 customers and 3 million licensed users worldwide, ShareFile empowers people to focus on the work that matters most and is dedicated to making working lives everywhere better, simpler, and more fulfilling.

    Grow at ShareFile

    So how can you contribute as part of the ShareFile team? We are searching for someone who can help us make a little magic for our customers and their clients every day. As a Lead Customer Experience Analyst on the Voice of the Customer team, you will be responsible for delivering delightful customer experiences both with our internal customers who rely on our systems and processes to sell, market to, and support our customers and channel as well as our external customers who interact with our systems and processes. You will be partnering with our internal leadership with a primary focus across Sales and Channel as well as working across various teams in our BU, inclusive of Product & Technology in support of double-digit growth on a $200M+ business.

    This role will have ownership of key business metrics & review cadence to surface insights and operational efficiencies.

    This includes:
    • Partnering with internal business stakeholders to understand, represent, help prioritize and drive system and process improvements in line with their business needs.
    • Conduct regular meetings at required cadence with key business partners to review progress, backlog, and to discuss new requests.
    • Be the primary subject matter expert in both Sales and Channel related processes and related systems for our Business Unit. This involves thorough understanding of tools and processes and how, when, and for what purpose they are leveraged. Advocate and impart knowledge on existing system and process functionality; while being empathetic to challenges and always keeping an open mind to improvements.
    • Work with cross-functional teams within and external to our Business Unit (including IT) to drive process and system improvements
    • Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.
    • Advocate for and represent business needs in meetings with technical teams, such as IT, to refine requirements, provide feedback on designs and internally test enhancements before supporting UAT with business stakeholders
    • Stay in tune with KPIs and team's performance against those for Sales and Channel to help understand areas of opportunity and help with prioritization of outstanding backlog items
    • Document new enhancement requests in backlog, inclusive of any process documentation for current and future state as needed
    • User experience and journey mapping
    • Maintain BU Program Rules
    • Work with the Voice of the Customer Lead to provide insight into Sales and Channel backlog item priorities and justification in support of the team determining the overall top list of priorities for our Business Unit
    • Partner with other Voice of the Customer team members in support of Customer Experience initiatives, inclusive of capturing and analyzing customer feedback
    • Coaches, reviews, and may in some cases delegate work to lower level employees.
    • Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc.).
    • Works to achieve operational targets with major impact on the departmental results.
    • May be responsible for some system configuration activities
    Basic Qualifications:
    • University Degree or equivalent experience and minimum 8 years of prior relevant experience; or Master's degree with 6 years; or PhD with 3 years of experience
    • 5+ years experience with developed subject matter expertise in either a Sales role or Sales supporting role. Previous experience working in an organizational role either working with or supporting Channel (e.g. Distributors and/or Resellers) with Sales related processes
    • Strong knowledge and experience working in a Salesforce Sales Cloud organization
    • Prior sales quoting experience required
    • Strong experience with developing process flows/documentation, business requirements and testing scenarios
    • Experience using or working to support Sales Engagement and enrichment platforms such as SalesLoft, LinkedIn Navigator and ZoomInfo or similar industry tools
    Preferred Qualifications:
    • Ability to effectively communicate to technical and non-technical audiences
    • Startup mindset - highly passionate, team player, high sense of urgency, willingness to roll up sleeves and ability to deal with ambiguity in a fast-paced business
    • Ability to manage multiple priorities and meet deadlines
    • Lens for continuous optimization, and automation to drive efficiency, scale, and accuracy
    • Strong technical skills with continuous learning mindset to develop a deeper understanding of the business
    • Six Sigma certification a plus
    About Us:

    Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leapa moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

    Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

    If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at or email us at for assistance.
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