Senior CSAT Survey Program Manager
4 days ago
TikTok is a fast-paced and dynamic company that values innovation and creativity. As an SMB Customer Experience Leader, you will play a critical role in shaping the company's customer satisfaction strategy and vision. You will be responsible for designing, deploying, and analyzing our SMB CSAT survey program, ensuring it meets the needs of our customers and aligns with business objectives.
Key Responsibilities:
1. Develop and implement a comprehensive CSAT survey program that captures customer sentiment and provides actionable insights.
2. Collaborate with cross-functional teams to ensure alignment on CSAT goals and initiatives.
3. Analyze CSAT survey data to identify trends, root causes, insights, and opportunities for improvement.
4. Present clear, actionable reports and dashboards to stakeholders, highlighting performance, benchmarks, and recommendations.
5. Ensure compliance with local regulations and company policies.
6. Stay up-to-date with emerging trends and best practices in customer feedback and satisfaction measurement.
Requirements:
1. Bachelor's degree in Business, Marketing, Data Analytics, or a related field; advanced degree preferred.
2. 5+ years of experience in customer satisfaction, customer insights, or program management roles, preferably in a B2B or sales environment.
3. Strong understanding of survey design, customer feedback methodologies, and statistical analysis techniques.
4. Proficiency in data visualization tools (e.g., Tableau, Power BI) and data analysis software (e.g., Excel, SQL, Looker BI).
5. Excellent communication and presentation skills, with experience engaging senior leadership.
6. Highly collaborative mindset with the ability to work effectively across diverse teams and stakeholders.
7. Passion for enhancing customer experience and a commitment to driving customer-centric innovation.
Preferred Qualifications:
1. Experience working within digital ad sales or a technology-driven sales organization.
2. Familiarity with CRM and customer feedback platforms such as Salesforce, Hubspot, Qualtrics, or Medallia.
3. Track record of successfully implementing CSAT or similar programs at scale.
4. CCXP Certification a plus.
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