Self-Service Program Manager

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 You’ll 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