Self-Service Program Manager

Summary

Join Appspace as a Self-Service Program Manager and play a pivotal role in driving customer adoption and satisfaction. You will develop and implement innovative self-service initiatives, including Gainsight Community and Education, designing and managing a comprehensive self-service program. This role requires a deep understanding of customer needs, a passion for technology, and strong collaboration skills. You will oversee knowledge base management, community management, analytics and optimization, tool selection and implementation, and cross-functional collaboration. The position demands strong analytical and problem-solving skills, excellent communication, and the ability to work independently and as part of a team. Appspace offers a variety of benefits for US-based team members, including competitive salaries, comprehensive health insurance, paid parental leave, generous PTO, flexible work schedules, and remote work opportunities.

Requirements

• Bachelor's degree in a related field
• 3+ years of experience in a Project Management role/Digital Program Manager
• Proven experience developing and implementing self-service programs
• Strong understanding of knowledge management principles and best practices
• Experience with community management platforms and techniques
• Excellent analytical and problem-solving skills
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
• Passion for customer experience and technology

Responsibilities

• Develop and execute a strategic roadmap for the self-service program, aligned with Appspace's overall business objectives and customer-centric values
• Identify key areas where self-service can make the biggest impact on customer experience and operational efficiency
• Define clear goals and metrics for the self-service program, and track progress towards achieving them
• Oversee the creation, maintenance, and optimization of a robust knowledge base, ensuring it is comprehensive, accurate, and easily accessible to customers
• Work closely with internal subject matter experts (SMEs) to gather and curate knowledge content
• Implement a system for regularly reviewing and updating knowledge base articles
• Utilize SEO best practices to optimize knowledge base content for search engines and improve findability
• Foster a vibrant and engaged customer community where users can connect, share experiences, and find solutions
• Moderate online forums and discussion groups, ensuring a positive and productive environment
• Encourage knowledge sharing and peer-to-peer support among customers
• Identify and cultivate community champions who can actively contribute to the community
• Track key performance indicators (KPIs) to measure the effectiveness of self-service initiatives
• Use data-driven insights to continuously improve the program and optimize customer experience
• Analyze customer behavior and feedback to identify areas for improvement
• Conduct A/B testing to optimize self-service content and tools
• Evaluate and select appropriate self-service tools and technologies, such as help centers, chatbots, and search engines
• Manage the implementation and integration of new self-service tools into the Appspace platform
• Ensure that self-service tools are user-friendly and accessible across different devices
• Work closely with product management, customer success, marketing, and support teams to ensure a seamless self-service experience
• Collaborate with product managers to incorporate self-service features into product development roadmaps
• Partner with marketing to promote self-service resources to customers
• Work with support teams to identify common customer issues and develop self-service solutions
• Gather and analyze customer feedback to identify areas for improvement and enhance the self-service program
• Conduct customer surveys and focus groups to gather feedback on self-service offerings
• Monitor social media and online forums for customer feedback
• Use feedback to drive continuous improvement of the self-service program

Preferred Qualifications

• Experience with Appspace products
• Experience with CRM and help desk software
• Familiarity with Agile methodologies
• Project Management experience

Benefits

• Competitive salaries
• Medical, dental and vision coverage
• Disability coverage
• Employer paid life insurance
• Mental health resources
• 401(k) plan
• A fully paid parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment