Analyst, Customer Insights
ArcadiaSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaSIndustries
Requirements
- 7+ years of experience in Customer Experience, Customer Success, Community, or related roles, ideally in a SaaS or B2B tech environment
- Proven ability to build new functions or programs from the ground up
- Experience and proven execution of customer scoring methodology (e.g. NPS, Customer Sentiment score, etc.)
- Strong experience with VoC methodologies and feedback analysis
- Demonstrated success launching or growing digital customer communities
- Executive presence with strong storytelling and communication skills
- Highly collaborative with a bias for action, comfort with ambiguity, and passion for customers
Responsibilities
- Design and launch a company-wide VoC program that captures, analyzes, and delivers actionable customer insights
- Establish feedback loops across key touchpoints (e.g., NPS, CSAT, surveys, interviews, product feedback)
- Synthesize and present findings to executive stakeholders to influence roadmap, services, and go-to-market strategies
- Build dashboards and reporting frameworks that quantify customer sentiment and drive accountability
- Develop governance processes to ensure customer feedback is prioritized and acted upon across teams
- Leverage technology and AI tools to design and execute a robust and prescription program with proactive and reactive playbooks
- Create and execute an Executive sponsorship program as part of a multi-level coverage strategy
- Develop the vision and strategy for our digital customer community, aligned with business goals and customer needs
- Select and implement the right platform (e.g., Higher Logic, Khoros, Insided) and establish core use cases (forums, events, user groups, ideation, etc.)
- Define engagement strategies to increase participation, peer-to-peer learning, and brand advocacy
- Collaborate with Product Marketing and Customer Success to create meaningful programming, content, and campaigns
- Measure and report on community health, growth, and business impact
- Build the foundation: create processes, define KPIs, and establish tools and systems needed to scale both functions
- Act as a cross-functional connector, ensuring customer insight and voice inform decision-making across departments
- Operate as both strategist and doer — from designing programs to directly facilitating engagement
- Influential leadership to align cross functional departments to execute on strategy
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Director, Customer Programs role?
Candidates need 7+ years of experience in Customer Experience, Customer Success, Community, or related roles, ideally in a SaaS or B2B tech environment, along with proven ability to build new functions.
What is the salary or compensation for this position?
This information is not specified in the job description.
Is this a remote position or does it require office work?
This information is not specified in the job description.
What does the company culture or work environment look like for this role?
This information is not specified in the job description.
What makes a strong candidate for this Director role?
A strong candidate has proven ability to build new functions from the ground up, experience designing and scaling VoC and community programs, and the capacity to act as both strategist and executor while influencing cross-functional teams.
Model N
Cloud-based revenue management solutions provider
About Model N
Model N offers cloud-based revenue management solutions tailored for the high-tech and life sciences industries, helping clients maximize revenue throughout the commercialization process. Their platform includes industry-specific tools like Revenue Cloud for Pharma and Medtech, which address complex pricing and compliance challenges. Clients subscribe to Model N's software-as-a-service (SaaS) model, ensuring continuous updates and support. The company's goal is to enable clients to efficiently bring life-changing products to market while navigating regulatory complexities.
San Mateo, CaliforniaHeadquarters
1999Year Founded
$36MTotal Funding
IPOCompany Stage
Enterprise Software, HealthcareIndustries
1,001-5,000Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Flexible Work Hours
401(k) Company Match
Paid Vacation
Life Insurance
Pet Insurance
Employee Assistance Programs
Mental Health Support
Employee Stock Purchase Plan
Professional Development Budget
Risks
Vista acquisition may disrupt operations or affect company culture.
GenAI integration may face adoption challenges among existing clients.
Inflation Reduction Act could impact clients' revenue, affecting investment in Model N.
Differentiation
Model N specializes in revenue management for life sciences and high-tech industries.
Their solutions address complex pricing, compliance, and revenue challenges in targeted sectors.
Model N's SaaS model ensures continuous updates and support for its clients.
Upsides
Integration of GenAI enhances efficiency in revenue management processes.
New Medicare Part D rebate feature aids compliance with Inflation Reduction Act.
Vista Equity acquisition provides resources for market expansion and product enhancement.
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