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 program empowering customers to resolve issues independently. This role demands a deep understanding of customer needs, a passion for technology, and strong collaboration skills. You will oversee knowledge base management, community engagement, program optimization through data analysis, and tool selection and implementation. Success requires close collaboration with various teams to ensure a seamless self-service experience. The position offers a chance to contribute significantly to Appspace's customer-centric approach.

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 and 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