Your Role as a Self-Service Program Manager:
As a Self-Service Program Manager at Appspace, you will play a pivotal role in driving customer adoption and satisfaction by developing and implementing innovative self-service initiatives, including Gainsight Community and Education. You will be responsible for designing and managing a comprehensive self-service program that empowers customers to find answers and resolve issues independently. This role will require a deep understanding of customer needs, a passion for technology, and a strong ability to collaborate across teams.
A Day in the Life of a Self-Service Program Manager:
Self-Service Strategy:
- 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.
Knowledge Base Management:
- 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.
Community Management:
- 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.
Analytics and Optimization:
- 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.
Tool Selection and Implementation:
- 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.
Cross-Functional Collaboration:
- 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.
Customer Feedback:
- 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.
What You’ll Need:
- 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.
Bonus Points:
- Experience with Appspace products.
- Experience with CRM and help desk software.
- Familiarity with Agile methodologies.
- Project Management experience
The Perks of Working for Appspace:
For all our US based team members, we offer a variety of benefits from 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.
Additional perks include:
- 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