Voice of Customer Program Manager
Greater Denver Area
3 weeks ago
Serve as the “Voice of the Partner” Program Manager to our North American Merchant Solutions line of business.
Lead and manage an “always-on”, closed-loop process to collect and synthesize partner feedback.
Execute, maintain, and manage customer intelligence reporting to various levels of management.
Organize and facilitate conversations between referral partners and a diverse panel of Worldpay executives to assess Worldpay’s performance as a payments provider.
Collect, document, and synthesize feedback from partners, corroborate feedback against the current state and trajectory of the commercial relationship, and translate the results into programs that aim to improve lead production and portfolio revenue from benefitting referral partners.
Manage partner communication with regards to the status of programs that were built in response to their feedback (eligibility for inclusion, progress, completion, post-implementation gauge of success).
Conduct review sessions with the Customer Experience organization to share findings, understand mutual programs-in-process and prevent duplication of work.
Share feedback with Partner Sales and Solutioning teams when it can be addresseed within the line of business.