Self-Service Program Manager

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Appspace Logo

Appspace

πŸ“Remote - United States

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
This job is filled or no longer available

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