Project Manager (US)

The Project Manager is responsible for overseeing the day to day delivery and management of all supported services. Duties include project scoping, survey scripting, video capture, field management, vendor management, and reporting. This role works directly with our customers to assure their experiences with video through the Voxpopme platform meets expectation by making it quick and easy to access the voice of the customer.
This role requires an individual who is organized, practices good time management, is an effective communicator, can work under time pressures and is resourceful. This position will be working with a collaborative team composed of other Project Managers at our Salt Lake City office.
 

Duties​ ​and​ ​Responsibilities
  • Maintains full project ownership in delivering low to moderately complex custom market research projects with a project duration typically between 24 hours to two weeks
  • Manages customer expectations and delivers the highest level of service in an ever-changing environment
  • Builds an effective, professional working relationship with our customers, providing them guidance and direction on the Voxpopme platform
  • Proactively anticipates, troubleshoots, overcomes, and/or escalates project challenges in a timely manner
  • Effectively communicates both as an individual and as part of a client-facing project team
Desired​ ​Skills
  • 1 – 3 years of Project Management or Client Services experience 
  • Can communicate clearly and effectively at all levels
  • Ability to manage multiple priorities in high-pressure situations
  • Learns quickly and independently; seeks opportunities to extend and deepen learning
  • Pursues work with energy, drive, and a need to finish
  • Adept with technology and tools
  • Experience within survey platforms and with potential survey scripting is a plus
What will you receive in return? 
Along with a competitive salary and benefits package, you will also have the following as part of your day to day role:

Workplace Settings – Located in Downtown Salt Lake City, our offices are vibrant and spacious. Along with break out areas with free soft drinks and snacks, there are weekly events hosted such as breakfast, end of week lunches, and more! You will join key departments such as Operations, VideoCX, and Customer Success. An engaging work environment where our values of trust, respect, and transparency are embedded in everything we do. We value hard work and commitment from our employees and give you the same in return. 

 
Support and Encouragement – We are passionate about our staff and want to ensure they have all the tools and resources they need. This includes having an open and transparent culture where employees are encouraged to use their initiative alongside the expertise of the rest of the business. Bespoke L&D programs allow you to carve out your own career path to reach your full potential. 

 
Work-life Balance – We take the health and wellbeing of our staff seriously. With this comes the ability to request flexible working, policies such as enhanced maternity and parental leave, annual leave, and a dedicated HR department for guidance on matters that are important to you. We also hold regular team outings throughout the year with employees from across our global offices often joining us.

Voxpopme is a rapidly growing SaaS company in the exploding market of customer experience and market research analytics. Founded in Birmingham, England, in 2013 the company has established a global team across North America, Europe, and Asia-Pacific. Voxpopme is the market-leading provider of video feedback capture and analytics. The company’s video technology helps brands to see the people behind the data, driving customer-centric decisions through engaging video research, while allowing consumers to reach out directly to brands in the moment and via their preferred medium: video. Over 300 companies including Clorox, Airbnb, Verizon, and Telstra use Voxpopme to capture real-time, qualitative feedback from their customers.

Voxpopme entered the US market in 2015 and has experienced tremendous demand for its platform. The successful entry into the U.S. has fueled 100%+ revenue growth for the company and is expected to be the primary driver of Voxpopme’s growth for years to come. 

Customer Success Manager (US)

The primary responsibility of the Customer Success Manager (CSM) is to deliver massive value for Voxpopme (VPM) customers. On a daily basis, the CSM is the point of accountability for subscription customers all the way from onboarding to technical support, through product & service adoption and renewal. 
The CSM will serve as the primary contact for the onboarding of new customers, development of 90-day plans for success, training on the VPM platform & services, building and sharing supporting documentation, conducting launch guidance, and serve as support.
The Customer Success Manager works to understand customer outcomes by analyzing customer health metrics, running NPS, gathering feedback from Salesforce and Pendo, and conducting periodic touchpoints.
The CSM represents the voice of the customer and works to provide input throughout the organization to influence the VPM product, services, marketing, and sales processes. All for the betterment of the customer. The CSM also works closely with the commercial owners when supporting renewals, expansion, and promoting professional services.
What You’ll Do…
  • Onboarding 
  • Work with sales and customer contact to create a 90-day plan that addresses the customer’s objectives for Voxpopme
  • Establish & monitor performance benchmarks for measuring performance against the 90-day plan
  • Work with new Voxpopme customers to provide onboarding, integration, education, and documentation to drive long term customer success & value with Voxpopme
  • Work closely with the Project Management team to provide launch guidance for customers to assure the best possible first experience
  • Gather customer sentiment post 90 days onboarding period, reflecting on the experience with the product, service, and support. Then collaborate with respective departments 
  • Support
  • Work with the appropriate parties to produce internal best practices, supporting documents, and customer user stories to strengthen the implementation process 
  • Assure closure on technical support issues; working with appropriate parties from Project Management, development, product, and technical support team to find the appropriate resolution
  • Solutioning
  • Recommend new use cases and best practices for use of Voxpopme based on our understanding of customer’s business
  • Inform customer contacts of new product and feature releases that may enhance their experience w/ product and services 
  • Remain up to date on Voxpopme’s product features and developed use cases to drive customers to best practice standards
  • Risk Management
  • Constantly monitor customer health metrics including pace, usage of feature set, and NPS to assess health and then create appropriate response plans for customers in need of action
  • Establish a cadence for customer touchpoints (QBR’s), assessing progress and engagement, then managing resolution on impeders that affect customer experience and engagement
  • Drive adoption of VPM’s product features with a focus on features that create those Ah-ha! moments 
  • Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence
  • Administration
  • Salesforce & utilization 
Qualifications
  • 3 years of market research experience 
  • Previous experience in SaaS customer success management, account management or technical account management roles with a proven track record of driving success for customers.
  • Excited about driving and tracking a consistent engagement process with customers in your portfolio.
  • Passion for exceeding customer expectations with a "doing whatever it takes" attitude and driving long term value.
  • Ability to forge and maintain relationships with key customer stakeholders and internal stakeholders.
  • Proven success across project management, process improvement, crisis management, service excellence.
  • Data-driven thinker with ability to analyze and synthesize information
VPM Inc. 
Customer Success Manager (CSM)
VoxPopMe is a rapidly growing SaaS company in the exploding market of customer experience and market research analytics. Founded in Birmingham, England in 2013 the Company has grown rapidly establishing a global team across North America, Europe, and Asia-Pacific and is expanding its team in Utah to lead the Company’s continued growth.  Voxpopme is the market-leading provider of video feedback capture and analytics. The Company’s video technology helps brands to see the people behind the data, driving customer-centric decisions through engaging video research, while allowing consumers to reach out directly to brands in the moment and on the medium which they prefer – video.  Over 300 companies including Clorox, Airbnb, Verizon, and Telstra use Voxpopme to capture real-time, qualitative feedback from their customers.
Voxpopme entered the US market in 2015 and has experienced tremendous demand for its platform.  The successful entry into the US has fueled 100%+ revenue growth for the Company and is expected to be the primary driver of Voxpopme’s growth for years to come.  As a result, we are looking for great people who want to grow in a fast-paced and dynamic organization.  We currently have an opportunity for an exceptional Customer Success Manager to be based in our office in Salt Lake City, Utah.   

Pilot Program Success Manager (UK)

The primary responsibility of the Pilot Program Support Manager is to effectively plan, manage the day to day communication, and key milestones of the pilot stage. This role works closely with sales, project management, and product to assure customers maximize their time under pilot by successfully conducting and sharing research done through Voxpopme. 
The Pilot Program Manager is a facilitator, they know the capabilities of the platform, best practices for maximizing results, and are capable of guiding new users to the best possible outcomes. The pilot period is a trial, so the best possible outcome for a Pilot Support Manager is having a pilot customer commit to a long term subscription. 
What You’ll Do…
  • Pre-pilot
  • Works with sales to organize, schedule, and facilitate pilot kick-off to formalize a framework for the pilot period
  • Works with the sales and customer to establish and document clear pilot objectives that provide a working blueprint for supporting over 60 day period
  • Works with the sales and customer to create project roadmap for pilot
  • Works with customer to identify key contributors and gets them added and trained (best practices, initiating projects, using VPM)
  • Creates and shares a pilot briefing document which summarizes the pilot plan and customer landscape 
  • Pilot support
  • Serves as the primary point of contact for new projects being initiated. Then works with customers to assure all the right information is in hand and best practices are being applied before initiating the project with the PM team
  • Conducts platform training sessions with the client contacts as needed; leveraging Pendo data to identify training opportunities
  • Assures closure on technical support issues; working with appropriate parties from project management, product, and technical support team to find the appropriate resolution
  • Schedules and facilitates mid-pilot review aimed to assess progress towards goals and experience with the product 
  • Keeps track of all pilot activity by tracking projects and video volume directly in Salesforce 
  • Pilot close
  • Works with sales to re-cap pilot period highlighting key metrics and benchmarks that support objectives established pre-pilot
  • Encourages customer participation in our post-pilot NPS survey
  • Prepares documentation that can be used to assure a smooth and effective hand-off to Customer Success in the event a subscription is signed
Qualifications & Requirements
  • Passion for exceeding customer expectations with a "doing whatever it takes" attitude and driving long term value.
  • Proven success across project management, crisis management, service excellence.
  • Strong written and verbal communication with high attention to detail.
  • Data-driven thinker with the ability to analyze and synthesize information.
  • May be required to travel for key onsite meetings with pilot customers.
Voxpopme is a rapidly growing SaaS company in the exploding market of customer experience and market research analytics. Founded in Birmingham, England, in 2013 the company has established a global team across North America, Europe, and Asia-Pacific. Voxpopme is the market-leading provider of video feedback capture and analytics. The company’s video technology helps brands to see the people behind the data, driving customer-centric decisions through engaging video research, while allowing consumers to reach out directly to brands in the moment and via their preferred medium: video. Over 300 companies including Clorox, Airbnb, Verizon, and Telstra use Voxpopme to capture real-time, qualitative feedback from their customers.

Pilot Program Support Manager (US)

The primary responsibility of the Pilot Program Support Manager is to effectively plan, manage the day to day communication, and key milestones of the pilot stage. This role works closely with sales, project management, and product to assure customers maximize their time under pilot by successfully conducting and sharing research done through Voxpopme. 
The Pilot Program Support Manager is a facilitator, they know the capabilities of the platform, best practices for maximizing results, and are capable of guiding new users to the best possible outcomes. The pilot period is a trial, so the best possible outcome for a Pilot Support Manager is having a pilot customer commit to a long term subscription. 
What You’ll Do…
  • Pre-pilot
  • Works with sales to organize, schedule, and facilitate pilot kick-off to formalize a framework for the pilot period
  • Works with the sales and customer to establish and document clear pilot objectives that provide a working blueprint for supporting over 60 day period
  • Works with the sales and customer to create project roadmap for pilot
  • Works with customer to identify key contributors and gets them added and trained (best practices, initiating projects, using VPM)
  • Creates and shares a pilot briefing document which summarizes the pilot plan and customer landscape 
  • Pilot support
  • Serves as the primary point of contact for new projects being initiated. Then works with customers to assure all the right information is in hand and best practices are being applied before initiating the project with the PM team
  • Conducts platform training sessions with the client contacts as needed; leveraging Pendo data to identify training opportunities
  • Assures closure on technical support issues; working with appropriate parties from project management, product, and technical support team to find the appropriate resolution
  • Schedules and facilitates mid-pilot review aimed to assess progress towards goals and experience with the product 
  • Keeps track of all pilot activity by tracking projects and video volume directly in Salesforce 
  • Pilot close
  • Works with sales to re-cap pilot period highlighting key metrics and benchmarks that support objectives established pre-pilot
  • Encourages customer participation in our post-pilot NPS survey
  • Prepares documentation that can be used to assure a smooth and effective hand-off to Customer Success in the event a subscription is signed
Qualifications & Requirements
  • Passion for exceeding customer expectations with a "doing whatever it takes" attitude and driving long term value.
  • Proven success across project management, crisis management, service excellence.
  • Strong written and verbal communication with high attention to detail.
  • Data-driven thinker with the ability to analyze and synthesize information.
  • May be required to travel for key onsite meetings with pilot customers.