At Appspace, were passionate about creating better work experiences for people everywhere, and were looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however youre at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture thats helping people everywhere love where they work.
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 Youll 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
Disclaimer:
Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.
Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.
