Voice of the Customer
About the Job
Voice of the CustomerUS-CA-Palo Alto + Apply + View All Jobs Share This Job About Tibco Headquartered in Palo Alto, Calif., TIBCO Software empowers businesses to their digital destinations by interconnecting everything in real time and providing augmented intelligence for everyone, from business users to data scientists. With more than 10,000 customers, 3500 employees located in over 30 countries, TIBCO has retained the speed and agility of a start-up. We value and encourage new ideas, direct communication, out-of-the-box thinking, risk-taking and creative problem solving. We're looking for people who want to make a difference doing a job they love – dynamic individuals willing to take the risks necessary to make big ideas come to life and who are comfortable collaborating in our creative, new-idea-driven environment. We value hard work and provide new opportunities to grow, learn, and excel. Overview The Director of the Voice of the Customer Program will be responsible for running TIBCO's customer references program, liaising with Sales, Marketing and Product Management. This individual will be a strong leader that will align the voice of the customer program to TIBCO's strategies and goals globally. This role will require a combination of excellent interpersonal skills, program management and promotional skills to grow the impact of the program. Responsibilities + Deliver reference customers to support TIBCO's various marketing activities in close collaboration and partnership with peers across functions including: Campaigns, Product Marketing, Public Relations, Social Media, Analyst Relations, Creative, Product Management, Web, Sales and The Chief Analytics Officer. + Lead customer reference recruitment. Manage and grow customer reference pipeline via close collaboration with multiple key channels and develop new recruitment channels. + Direct the customer storytelling process from interview script development through post-production. + Redesign Voice of the Customer incentive structure to better meet the needs of the business and the recurring nature of reference activities. + Manage and streamline the customer reference approval process with TIBCO legal and the customer. + Plan, coordinate, and conduct reference customer interviews either by phone or via video. + Drive external and internal promotion of the customer's success story via newsletters, blogs, social media, and events. + Lead the development of sales enablement materials for customer stories. + Help improve brand awareness by supporting analyst relations, PR activities and peer review sites requiring the voice of the customer. + Manage Voice of the Customer team and provide day-to-day guidance and coaching for team members. Qualifications + 10+ years of work experience with 5+ years of experience in Campaigns, Product Marketing, or related customer-interfacing roles. + Exceptional project management and prioritization skills. Applies a structured approach to defining, communicating and solving strategic problems and opportunities. + Displays poise and polish; has executive presence and superior communication and listening skills + Operates effectively in a changing environment and as a change agent; Takes calculated risks to achieve business objectives. + Self-motivated, driven, and achieves measureable results. + Strong interpersonal and teaming skills and the ability to foster cross-functional teamwork and collaboration. + Demonstrated bias for action and driving results. + Ability to manage a budget to projections while achieving business needs. + Comfortable conducting on-camera interviews. Past experience is a plus but not required. + B.A./B.S in Marketing or related field.