Expression of Interest - Account Executive
Gitlab
Full-time
Remote
What you'll do:
Manage end-to-end analytics, reporting, and partnerships across multiple customer touchpoints including purchase and delivery journeys.
Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, social media) and channels (e.g., direct to consumer, supply chain) to identify trends, pain points, and areas of improvement.
Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
Design and implement customer experience improvement initiatives that align with business objectives and priorities.
Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations.
What you'll bring:
Manage end-to-end analytics, reporting, and partnerships across multiple customer touchpoints including purchase and delivery journeys.
Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, social media) and channels (e.g., direct to consumer, supply chain) to identify trends, pain points, and areas of improvement.
Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
Design and implement customer experience improvement initiatives that align with business objectives and priorities.
Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations.
What you'll bring: