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Senior Digital Customer Experience Manager- Software Solutions

Senior Digital Customer Experience Manager- Software Solutions
USA - Arizona - Chandler, USA - California - Mountain View/Sunnyvale, USA - Colorado - Denver, USA - Florida - Oviedo, USA - Georgia - Atlanta, USA - Illinois - Chicago, USA - Indiana - Bloomington, USA - Indiana - Indianapolis, USA - Maryland - Columbia, USA - Massachusetts - Burlington, USA - Michigan - Detroit, USA - Minnesota - Minneapolis, USA - New Jersey - Newark, USA - New York - New York City, USA - North Carolina - Durham, USA - Ohio - Cincinnati, USA - Ohio - Columbus, USA - Oregon - Hillsboro, USA - Pennsylvania - Allentown, USA - Texas - Austin, USA - Texas - Dallas, USA - Washington DC, USA-Virginia-Herndon
Job Description and Requirements
Synopsys, Software Integrity Group, is named a leader for 2020 in the Gartner Magic Quadrant for Application Security Testing (AST), in recognition of our vision and ability to execute.Security and risk management leaders will need to meet tighter deadlines and test more-complex applications by integrating and automating AST in the software life cycleeliminating risk before it puts them at risk.Every business runs on software, and defects in software create risk. We've curated the most powerful products and services to create one comprehensive platform that enables our customers to detect and remediate defects across their entire SDLC.To find out more about Synopsys SIG, check out.

Sr. Digital Customer Experience Manager

Synopsys is looking for the right individual to lead a transformational effort across our customer end to end journey. Synopsys is seeking a Customer Experience and Journey Mapper to join the Customer Success team. We are looking for someone motivated and customer-obsessed to play a central role in defining and building the customer journey and associated experiences across our digital and in person engagements. The ideal candidate will be someone who is able to communicate strongly with both customers and colleagues, competent in managing multiple projects at once, and able to analyze and distil complex information into easily digestible content.

  • Own the design of entire customer experience - website, digital, social media, in person, and other touchpoints
  • Uphold the voice of the customer and continuously drive customer-centric thinking across all disciplines of the business
  • Work with the Community, Marketing, Customer Success, Client Services, Support, Documentation & Education teams to develop and ensure the right content to the right person at the right time around messaging, copy, and education points in supporting our customers
  • Establish and manage KPIs, metrics, and targets for tracking customer satisfaction across their lifecycle with our internal team for action
  • Partner with departments across the business to understand their priorities and what customer feedback they need
  • Execute on internal follow up for journey mapping, sharing insights regularly with the Customer Success team and keeping internal stakeholders up to date with customer feedback
  • Work with external customers to schedule discussions and run detailed conversations across levels of seniority, from day-to-day user to executive level buyers
  • Interpret and analyze qualitative and quantitative data, and present concepts and findings to departments internally
  • Map customer journeys to identify opportunities which will enhance the customer experience
  • Understand and learn the ins and outs of the SIG business, product lines and structure to truly be effective in a cross-functional role
  • Be passionate around making our customer's experience better
  • 2-4 years of experience in a customer experience strategy and design
  • Up to date in latest customer facing community, support, education, and documentation technologies
  • Ability to comprehend and discuss technical issues with internal and external individuals
  • Ability to manage multiple complex projects, set timelines and hit deadlines
  • Ability to influence others in a broad network of stakeholders and demonstrate strong cross-functional leadership
  • Excellent English written, communication, and presentation skills (communicate your insights)
  • Great work ethic: Able to manage multiple assignments and context switching
  • Self-starter with excellent time management skills, strong attention to detail, and a results-driven attitude
  • Client Temperature Judgement: when to challenge the interviewee on details and when to hold back
Nice to have
  • A Bachelors' degree in Business Administration, Management, or Marketing
  • Prior experience in Customer Success or Voice of the Customer functions and interpreting data is highly beneficial
  • Analytical skills and interpersonal skills with awareness of processes
  • Strong presentation skills and the ability to tell a story with data
  • Proven track record for successful project deliveries with strict deadlines
  • Ability to lead and control meetings, internal & external
Inclusion and Diversity are important to us. Synopsys considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, military veteran status, or disability.
Job Category
Program Management
Hire Type
United States

Synopsys maintains a workplace where all personnel, customers, and vendors are treated with dignity, fairness, and respect. We maintain worldwide policies in our Work Rules Policy, which is applicable to all employees in furtherance of these principles. We pride ourselves on providing a healthy and productive work environment that is free from discrimination and harassment based on race, color, religion, gender, gender identity, sexual orientation, marital status, veteran status, age, national origin, citizenship, ancestry, physical or mental disability, pregnancy, medical condition, and any other characteristic protected by law. For applicants and employees with disabilities, we also make reasonable accommodations consistent with applicable laws and regulations. We are each expected to do our part to create a healthy and productive work environment for everyone. This includes bringing issues to management’s attention when you believe certain conditions are distracting from a good work environment. Our Work Rules Policy also allows you to raise concerns with other Synopsys managers. If employees are still unable to resolve their concerns, their disputes may be resolved through our Internal Issue Resolution Process Policy. In addition, all managers and employees in positions of authority have a special obligation to maintain and support a healthy and productive work environment.