Customer Satisfaction Manager

ARM
GB - Cambridge - CB2 3AP, UK,
November 7, 2024
Engineering

Job Overview:
In this role you will work within the Partner Enablement Group which is responsible for ensuring that Arm's customers can be as successful as possible when using our IP products, tools, and technologies.
As a Customer Satisfaction Manager, you will help us to ensure that we are engaging with our partners and providing the right level of technical support, documentation, digital services, and training to customers using Arm IPs and software development tools.
Our success is built upon working collaboratively across the company to understand our partners' experience with us and how we can make that experience more fluid and effortless You will play a pivotal role in improving our customer experience by analyzing customer feedback and data and ensuring that the voice of the customer is considered across the business Responsibilities:
Daily triage of customer feedback forms to correct teams to ensure fast resolution.
Root cause analysis of customer feedback to identify improvement areas in the customer feedback journey.
Prepare regular reports to update senior stakeholders on customer satisfaction, including identification of trends and recommended changes.
Including exec-level reporting through the Arm Quarterly Business Review Create and maintain data dashboards, graphs, and visualizations.
Interview key stakeholders to understand existing feedback processes and opportunities for improvement.
Drive and implement the adoption of a new feedback and survey tool into Arm, with an action plan for automation of customer feedback triage.
Work with partners across the business to set up new and amend existing surveys (for example the Arm Quality Survey) and website intercepts, using the feedback and survey tool.
Required Skills and Experience :
Excel - creating spreadsheets, and charts.
Data analysis - interpreting the data collected and proposing process improvements.
PowerPoint - preparing and delivering presentations.
Experience of using tools such as PowerBI, Jira, and Confluence.
'Nice To Have' Skills and Experience :
Excellent numerical, and analytical skills.
Willingness to ask 'why'.
Customer focus.
Ability to present to a variety of audiences.
Creative problem solving.
Organisation of your own work, including the prioritisation of tasks and goals.
Ability to work independently, and within a team environment.
In Return:
You will learn how to use industry-standard analytical tools and methods.
Know how to build dashboards for Arm's customer-facing teams to drive decision-making and strategy.
Understand how to analyze feedback from Arm's ecosystem of customers and used your insights to drive improvements.
LI-KD1 Accommodations at Arm At Arm, we want our people to Do Great Things .
If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email accommodationsarm.com .
To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations.
All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation.
Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility.
Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm Arm's approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing.
We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility.
Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team's needs.
Details of what this means for each role will be shared upon application.
In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution.
Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues.
We are a diverse organization of dedicated and innovative individuals, and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Read the full job description and apply online on the recuiter's web-site

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