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The Voice of the Customer (VoC) Program Manager is the primary for driving an industry-leading customer experience program for QTS customers. This individual will guide the customer listening strategy, create and maintain structured surveys and communicate results to leadership. The VoC Program Manager will work with other groups within QTS to share insights of industry trends to be able to continue to improve the customer experience.

RESPONSIBILITIES, other duties may be assigned.

• Responsible for defining and prioritizing the features and capabilities of our customer feedback and experience management platform.

• Design, establish, maintain, and champion a Voice of the Customer (VoC) program for the purpose of driving a customer focused mindset which delivers actionable insights into every aspect of QTS business.

• Ensure that QTS maintains best-in-class customer feedback, interpretation and action planning while making significant and meaningful changes in the way that QTS reviews data, listens to customers and shares insights to drive tactical and strategic outcomes to our customers.

• Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.

• Deliver rigorous analyses of customer feedback, journeys and pain points using leading methodologies

• Identify customer insights and key drivers of negative and positive customer experience based on analysis of surveys and other feedback sources

• Guide QTS overall customer listening strategy, focused on structured listening surveys (Net Promoter Score, customer satisfaction, etc), customer research on industry trends and evolving needs, and customer/partner advisory boards

• As an internal champion, the VoC Program Manager will work cross-functionally throughout QTS, sharing insights from their rigorous external research to guide and improve products, sales, marketing, and customer success

• Serve as subject matter expert in all VoC tools and functionality

• Develop and report objectives and KPI’s for Customer Success, collaborating with Leadership

BASIC QUALIFICATIONS

• Bachelor’s degree or equivalent professional experience

• Five or more years of IT, Project Management, Service Delivery or Customer Relationship Management experience

• Experience with voice of the customer programs and with customer feedback programs.

• Experience with survey/reporting tools, such as Qualtrics

• Strong background in analytics, data presentation programming, think strategically, and be able to provide data-driven recommendations

• Extensive knowledge of CX Metrics such as, but not limited to, Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT)

• Proficient with Microsoft Office suite

• Basic understanding of data center critical environment concepts, such as space, power, cooling, and connectivity

• US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

• ITIL training and/or certification

• Five or more years of IT or Data Center industry experience in a Customer Relationship Management role

• Prior experience developing and implementing survey programs

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated analysis, problem-solving and troubleshooting expertise

• Basic knowledge, experience, and/or understanding of technical infrastructures

• Comfortable interacting with all levels of management and roles within the customer’s organization

• Ability to read and translate technical documentation such as systems/network architecture diagrams, business continuity/disaster recovery documents

• Ability to communicate customer experience strategies and goals, and influence and coordinate other teams to execute against the goals.

• Must have exceptional presentation, communication, and interpersonal skills, the ability to motivate and persuade teams and other associates, and ben able to generate a strong and credible experience rationale for ideas to an audience of customers, executives, and anyone in-between, all with an attention to detail

• Must be passionate about innovation and use that passion to build and maintain a best-in-class VoC Program

• Must be customer focused and deliberate in efforts to influence similar behavior

TOTAL REWARDS

• This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

• This position is bonus eligible.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English) (http://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.

It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world-class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure.

As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.

At QTS, we are Powered by People . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we’re achieving remarkable things and shaping the future of digital infrastructure.

And we’d like to invite you to join us.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• Roth and Traditional 401(k) matching contributions with immediate vesting

• Every employee is bonus or commission eligible

• Generous PTO, Paid Volunteer Days Plus Floating Holidays

• Stock Purchase Plan (SPP)

• 11 paid Holidays Annually/Holiday compensation when worked

• Pet and Legal Insurance

• Q-Rest Sabbatical Program

• Q-Anniversary Service Award Program

• Parental Leave for primary and secondary caregivers

• Military Benefits Package

• QTS Charitable Matching Gift Program

• QTS Scholarship for Employee Dependents

• QTS Crisis Fund

• Wellness Program

• Tuition Reimbursement Program