Customer Success Optimization Manager (Hybrid) bei Insulet
Insulet · Acton, Vereinigte Staaten Von Amerika · Hybrid
- Senior
- Optionales Büro in Acton
Position Overview:
We are looking for a self-motivated, experienced Manager to join our growing Customer Success organization which is responsible for understanding and documenting the customer journey, capturing feedback from customers at the moments that matter, using data and insights to identify opportunities for improvement to customer experience, and for driving loyalty within our customer base.
The Customer Success Optimization Manager role is critical in driving improvements to our customer retention efforts by analyzing customer data and trends to identify experience opportunities that can be measured and executed to learn how we can best serve our customers. This role will help us drive programs that improve overall customer retention by improving our ability to predict which customers need our help the most and by leading customer experience tests to trial and measure our ability to drive results that scale with our growing business. This role will work closely with our Data Science, Finance, Customer Success, and Product teams to identify opportunities and lead experience changes that require cross organizational collaboration.
This role will report to the Customer Success Director, Retention.
We're looking for:
Responsibilities
Analyze Data and Uncover Opportunities
Lead efforts across the organization to identify, understand and explain trends we see in our customer retention reporting data within the US. Identify patterns and drivers to inform outreach and improvement opportunities
Govern and prioritize data capture and analysis needs from across the business to gain insights and advance customer attrition risk sensing
Partner with Data Science, Finance and Sr. Leadership teams to define key customer retention performance metrics and build a plan for regular monitoring with key stakeholders across the organization
Identify at-risk customers and develop targeted interventions to retain them. This may include leveraging personalization, education or direct outreach from customer success agents
Partner with UX Research on ways to gather more information about customers (e.g. their journey, challenges, etc.) and how we can better support them living with diabetes
Form hypotheses and develop plans to test and answer questions that arise to provide an understanding of customer pain points and process improvement opportunities that will positively impact customer retention and loyalty
Drive improvements to our measurement capabilities (e.g. capturing new data, enhancing dashboards, etc.) to support our ability to make data-driven decisions to improve customer experience and drive retention
Drive Customer Retention Initiatives:
Coordinate and implement changes to the customer experience that require coordination across multiple facets of the organization. Requires ability to prioritize based on impact, attention to detail, cross-functional collaboration, strong communication skills, and a passion for getting into the weeds to help move work forward
Lead cross-functional teams from idea to inception and scaling as necessary
Lead the creation of measurement plans for initiatives to quantify impact for our customers and inform future iterations
Document existing processes that help identify areas for improvement that allow the organization to move more quickly to experiment with customers, observe results, and implement scalable changes
Build a repository of retention knowledge/insights accumulated to help codify our understanding and be a knowledge resource to the entire organization
Build Foundational Retention Capabilities:
Partner closely with our data, product, legal, marketing, and digital and customer care teams to drive incremental improvements to our underlying capabilities that enable targeted personalization of experiences and drive efficiency to our customer success teams
Additional Responsibilities
Supports the Director of Retention with business case development (both cost and value) for new opportunities (pilots, process improvements, features, etc.)
Cultivate deep understanding of customer needs and turning data into insights that can inform our retention strategy and overall customer experience
Key Decision Rights
Decisions regarding what measurements are used to support retention and the prioritization of data analysis requests from across the organization around retention
Decisions regarding which pilots and programs are prioritized and executed to improve retention or drive learnings which can be leveraged to inform other retention efforts
Decisions relating to how we implement pilots to test hypotheses and our ability to positively impact the customer experience and customer loyalty
Skills and Abilities
Strong analytical skills, ability to work with data first-hand, ability to communicate clearly to all levels in the organization, and the ability to work collaboratively across teams.
Familiarity with B2C & B2B models, and Agile/ Kanban methodologies, Diabetes or medical device experience or knowledge a plus
Education and Experience
Proven a minimum of 8-10 years of total experience, with 5+ years working with data to identify patterns and opportunities, and 3+ years of experience with leading teams to drive work with clear measurable objectives. Experience with CRM software preferred
Bachelor’s degree in business, data, or a related field; advanced degree preferred
Additional Information:
Travel is estimated at 5-10% but will flex depending on business needs
NOTE: This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office.
#LI-Hybrid
Additional Information:
The US base salary range for this full-time position is $133,950.00 - $200,925.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.
We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
