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Synopsys, Inc. Customer Experience Manager- VoC/NPS in Denver, Colorado

Customer Experience Manager- VoC/NPS28087BRUSA - Arizona - Chandler, USA - California - Mountain View/Sunnyvale,USA - Colorado - Denver, USA - Georgia - Atlanta, USA - Illinois -Chicago, USA - Indiana - Indianapolis, USA - Maryland - Columbia, USA -Massachusetts - Burlington, USA - New York - New York City, USA - NorthCarolina - Durham, USA - Ohio - Cincinnati, USA - Pennsylvania -Allentown, USA - Texas - Austin, USA - Texas - Plano, USA-Virginia-HerndonSynopsys, Software Integrity Group, is named a leader for 2020 in theGartner Magic Quadrant for Application Security Testing (AST), inrecognition of our vision and ability to execute. Security and risk managementleaders will need to meet tighter deadlines and test more-complex applicationsby integrating and automating AST in the software life cycle eliminating riskbefore it puts them at risk. Every business runs on software, and defects insoftware create risk. We've curated the most powerful products and servicesto create one comprehensive platform that enables our customers to detect andremediate defects across their entire SDLC. To find out more about SynopsysSIGOur Software Security and Quality business is all about building securesoftware-faster. That starts with our static analysis, software compositionanalysis, and dynamic analysis so our customers can build security andquality into the DNA of their code at any stage of the software developmentlifecycle and across the supply chain. All while minimizing risks andmaximizing speed of application development. To find out more about SIG,Synopsys check out .Customer Experience Manager-VoC/NPSThe Customer Experience Manager-VoC/NPS is responsible for performingprogram execution, analyses and delivering actionable insights that supportthe development of the customer experience throughout the customer lifecycleultimately to ensure customer retention, growth and advocacy. You own andmanage delivery of all program insights and metrics, clearly establishingtop pain points, correlations, root cause, and industry best practices.ResponsibilitiesDeliver rigorous analyses of customer feedback, journeys and pain pointsusing leading methodologiesHelp develop compelling "stories" that convey the meaningful synthesizedinsights in a compelling manner to various internal partner audiencesCapture, synthesize, and interpret disparate quantitative data within thecontext of business objectives, identify trends, and explore data throughsegments and cohortsDeliver insights projects based on customer conversations to help understandcustomer pain pointsSupport the "always-on" process to collect and synthesize customer feedbackLead the research and RFP process to select the proper tool(s) to scaleVoC operationsImplement VoC tool(s) to optimize the technology ecosystem of the voice ofthe customer programProject manage the development of surveys, analysis, and continuousimprovementsPartner with cross-functional leadership to develop, prioritize, trackprogram goalsEducate through customer stories, building internal empathy and understandingSupport the critical escalations process as neededOther VoC responsibilities as assigned by management and need arisesExperience/QualificationsExperience working in a customer-facing role - VoC experience is a plusExperience using VoC tools and technologyAbility to translate complex technical issues into clear, concise problemstatementsA "customer-first" mentality to help drive the best customer experienceEmpathy and a ability to understand customer needs and develop partnerships ina condensed time frameAbility to command a room and inspire a variety of decision-makers with easeEnthusiastic about technology with demonstrated technical aptitude;experience at a technology company or relevant consultancy idealExcellent communication and interpersonal skills as well as eloquent writingskillsStrong project management skills and an ability to multitask without gettingstressedLove for teamwork and committed to building a world