Associate Program Manager, Scaled Success

Company: User Testing
Location: Atlanta
Posted on: June 12, 2021

Job Description:

About the Company

UserTesting was founded in 2007, and is backed by world class VCs: Accel, Greenspring, Insight Partners, and OpenView. In 2020, we crossed $100M in revenue, and are accelerating our international growth from our San Francisco headquarters. UserTesting is now present in 12 countries, with regional offices in Atlanta, Edinburgh, Singapore, and Oslo. Today, more than 2,000 organizations in 45 countries use the UserTesting Human Insight Platform to make more informed, customer-first decisions at scale.

Choosing to join our team means being part of a passionate group focused on transforming the way companies learn about their customers and build better products and experiences. Using our powerful software combined with the industry's largest and most diverse panel of test participants, our customers can quickly target their audience and receive think-aloud video feedback from real people sharing their thoughts to your questions. UserTesting's industry-leading platform enables companies to get rapid feedback on all types of customer interactions and experiences: websites, mobile apps, prototypes, campaigns, real world experiences, and more! A recent Forrester study found the ROI of using UserTesting to be 655%!

We're proud that this is our fourth year of being honored as an Inc. Best Workplace and a Fortune Best Workplace in the Bay Area, along with having received a variety of additional workplace and corporate growth awards. We've made a commitment to build and develop a diverse workforce that reflects the labor markets in which we operate. We actively look to add amazing people to our team who will bring diversity across many lines, including race, ethnicity, religion, sexual orientation, age, marital/family status, disability, gender identity, sex, and country of origin, in addition to bringing a variety of backgrounds, interests and opinions. At the end of 2020, our global team was 43% women and 36% minority; in the U.S., our underrepresented minority population was 16%. In the last year, we've had more than a third of our employees take on new roles within UT. We do everything we can to make UserTesting a place where you feel you belong and are empowered to do the best work of your career.

If you read one of our job descriptions, feel energized by what you see, and believe you would bring passion and commitment to the role, please apply! Even if you don't meet every

Summary

We are looking for an Associate Program Manager, Scaled Success to join our Customer Education Team and be responsible for managing and engaging with a portfolio of customers at scale and ensuring they realize maximum value from our platform and services. In this role, you will work cross-functionally with our Education, Success, Support, Sales, and Product teams to programatically deliver value, drive adoption, and ensure a world-class customer experience in a one-to-many fashion. You will be a key contributor to a team that executes objective-based engagement programs throughout the customer journey.

What you'll be doing

• Leverage data to manage the end-to-end customer experience from platform adoption to engagement and retention.
• Identify trends, and opportunities within the customer base, and execute plans to resolve those challenges.
• Own the overall health of the customers and deliver effective engagement programs.
• Manage and own customer escalations to close.
• Guide and enable customers with the resources and tools needed to successfully achieve research goals and objectives.
• Collaborate closely with the Customer Education Program Manager to develop and execute success plans that deliver results.
• Partner closely with the aligned sales team to manage account base strategy, and renewal managers team to ensure customer growth and retention.
• Deliver adoption-focused webinars via UserTesting University.
• Tableau and Pendo knowledge will be considered a plus!

What you should have

• Bachelor's degree or equivalent work experience.
• Minimum 1-2 years of customer success or account management experience.
• A track record of successfully managing multiple projects and programs, setting priorities and staying organized while managing a diverse book of business.
• Proactive, independent, and creative team player with the desire to impact the customer base's success.
• Passionate about leveraging technology to engage with customers.
• Familiarity with Zendesk case management system.
• Functional experience with Salesforce, Gainsight, and Google Suite.
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to change the world, we're also growing the team quickly - join us!

UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives.

UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. Unfortunately, we are not currently hiring in the state of Colorado.

Keywords: User Testing, Atlanta , Associate Program Manager, Scaled Success, Other , Atlanta, Georgia