Customer Experience Manager

Hi! Before diving into the job details, let's give you some context on who we are and what to expect when joining the team.

Typeform has seen significant change since it was founded 10 years ago. We're expanding from a small Barcelona-based business to a truly international and remote company. Our vision is a world of more personal business relationships. We believe we can create that world by living our mission: To bring people closer with better conversations.

To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organizations to their next chapter. But we are aware it's not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.

The team

The Product Ambassadors team's mission is to ensure an utmost quality customer experience by coordinating teams for successful releases, as well as systematizing the collection & synthesis of customer feedback to improve the existing and develop the future product.

Things you will do

Operations

• Own the releases plans
• Coordinate with the different product teams to develop and maintain an accurate Product Release Plan
• Leverage existing roadmaps, quarterly/annual plans and synchronize with Product Managers to develop a living yet accurate Release Plan
• Identify blockers/conflicts between elements of releases that would not have been identified by PMs and coordinate with the relevant stakeholders to mitigate
• Maintain an up to date visible and easily digestible Release Calendar, accessible for the entire company
• Develop and maintain an unified view of up-coming releases leveraging existing tools
• Communicate regularly to internal stakeholders the status of the Release Calendar as well as any changes
• Own and facilitate Cross departmental coordination of release communications
• Organize and coordinate the releases communication plans both externally and internally
• Anticipate upcoming releases to plan the relevant communications towards our users/customers and internal stakeholders
• Coordinate with the Product Marketing and Lifecycle Management functions to ensure all relevant communication materials are produced on time for the release
• Coordinate with the Product Marketing, Product Engagement and Lifecycle Management functions to ensure a proper insertion of the releases communication within other communication cycles/supports
• Organize and coordinate the production of the right support material for our users/customers
• Anticipate upcoming releases to plan with the Education team the production of the relevant training and support material
• Coordinate with the Community team the relevant activities to be held to train our users on new functionalities (e.g. webinars)
• Coordinate with the Customer Success Team to ensure all agents are informed/trained properly to handle upcoming releases questions/issues
• Prepare the right documentation for Care and other relevant stakeholders to help them understand the benefits of the product as well as timeline of releases.
• Coordinate the user/customer escalation process for each releases
• Centralize the incidents and concerns reporting related to releases from our users/customers and derive synthetic reporting to monitor progress
• Coordinate with the relevant Product Managers the resolution of the issues
• Ensure a resolution plan is built and clear ETAs are derived
• Communicate resolution plans to the relevant stakeholders
• Follow-up on missed deadlines and non-resolved issues

Processes

• Develop and continuously improve our releases processes by:
• Defining clear release steps and must-have actions (incl. Soft-launch ramp-ups)
• Identifying clearly the stakeholders involved in each releases steps and defining the responsibilities and accountabilities of each party
• Summarizing all the above in a Release playbook to empower Product and Engineering teams to ship autonomously successful releases
• Conducting continuous training to the relevant Product and Engineering stakeholders to ensure latest processes are implemented
• Developing and managing a set of KPIs and reporting to monitor the efficiency of our releases and improve upon them
• Ensure maintenance impact customers are communicated / plan / known by all relevant internal and external parties
• Document past releases
• Develop and maintain a standard of releases documentation including the relevant key informations
• Develop and maintain an accurate Releases repository accessible to everyone in the company

Customer Experience

• Develop a best-in-class customer experience (CXP) reporting suite by:
• Identifying quantitative and qualitative measurements that shed light on the experience our customers have with every side of our products
• Defining and running an implementation program to effectively measure, store and report on these metrics, leveraging the Research, Data and Support teams to do so
• Democratizing the use of this data among the relevant teams (Product, CLM, PMM)
• Support the generation of the Voice of the Customers (VoC) reports by:
• Leveraging the reporting suite defined above to systematize and automatize the VoC data gathering
• Supporting the synthesis of insights in collaboration with the Research team (driver of the VoC)
• Increase the CXP throughout Typeform products by:
• Ensuring the main pain points highlighted by the CXP/VoC reportings are tackled by the relevant teams:
• Agree with relevant teams on an action plan and timelines for improvements
• Follow-up on plan implementation and support impact measurement through the reporting suite in place

To fulfill our vision (Bring people in) and mission (To bring people closer with better conversations), our 500 remote Typeformers from 55 different countries come together to live up and deliver on that promise.

In addition to being a validation of what we've built, our recent $135 million Series C funding round will fuel us to accelerate our product development, nurture emerging technologies, expand headcount, and deepen strategic partnerships across our platform with this investment.

• Why? Simply because 89% of companies say online is their principal customer interaction channel.
• Yet, only 34% of companies treat customers as unique individuals.
• Are you ready to join us and make a difference?
• Typeform drives hundreds of millions of interactions per year, powering conversational, human-led experiences all over the world. We are proud to be an equal opportunity employer. We celebrate diversity and do not tolerate discrimination and harassment of any kind, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We believe that by celebrating our differences, we can win together.