VOC Platform Success Specialist
Job DetailsVOC Platform Success Specialist (Contract)Location: Remote in San Jose, CA 95110Duration: 06/22/2026 - 12/22/2026Team: C&P Biz Ops- Strategy & Biz OpsJob DescriptionVoice of Customer (VOC) program captures, organizes, and activates customer feedback to drive product decisions across the company’s core solutions. This role supports Enterpret, customer feedback intelligence platform, helping stakeholders across Product, Strategy & Operations, PMM, and Field teams maximize platform adoption and value.The VOC Platform Success Specialist will serve as the primary functional expert and trusted advisor for Enterpret users, driving onboarding, adoption, reporting, stakeholder engagement, and operational excellence across the VOC program.ResponsibilitiesUser Onboarding and EnablementOnboard new Enterpret users across Product, PMM, Strategy & Operations, and Field organizations Guide users through platform setup, workflows, and best practices Create and maintain FAQs, user guides, onboarding materials, and enablement documentation Monitor adoption and onboarding progress and proactively address gapsStakeholder Guidance and SupportServe as the primary point of contact for Enterpret users Consult with stakeholders on how to optimize VOC workflows and platform usage Align platform capabilities with stakeholder business needs and reporting requirements Troubleshoot platform issues and coordinate escalations with technical resources when neededReporting and Insights DistributionAnalyze VOC platform data to identify meaningful trends and opportunities Build stakeholder-ready reports, summaries, and insight packages Deliver proactive insights that increase engagement and demonstrate program value Support data-driven decision making across multiple teamsProgram Engagement AnalyticsProduce monthly VOC program engagement reports Consolidate platform engagement metrics, feedback submission data, and stakeholder impact insights Maintain visibility into overall program health and adoption trends Support leadership reporting and investment discussionsTaxonomy ManagementOwn and administer Enterpret product taxonomy updates Implement approved classification and vocabulary changes Maintain documentation and audit logs of taxonomy updates Communicate changes to impacted stakeholdersInterlock and Program Operations SupportExecute follow-up activities associated with VOC Interlock workstreams Provide operational support for stakeholders participating in VOC processes Assist with documentation, status tracking, governance activities, and program materials Support additional program management initiatives as neededPlatform Feedback and Continuous ImprovementCollect user feedback regarding platform usability and effectiveness Identify opportunities to improve workflows, submissions, navigation, and user experience Partner with program leadership to recommend enhancementsRequired Qualifications3-5 years of experience in customer success, platform enablement, program coordination, user adoption, or related functions Experience supporting enterprise software or SaaS platforms Strong ability to learn and become a subject matter expert on business applications Experience onboarding, training, or enabling end users Strong reporting, analytics, and data storytelling skills Ability to translate business requirements into practical platform solutions Excellent stakeholder management and relationship-building skills Strong written and verbal communication abilities Highly organized and capable of managing multiple concurrent priorities Self-directed and proactive with minimal oversightPreferred QualificationsExperience serving as a platform champion, power user, or internal enablement lead Experience supporting Voice of Customer (VOC), customer feedback, research, or insights programs Experience working closely with Product teams Familiarity with company products and digital experience technologies Undergraduate degree or MBACompensationPay Rate: Up to $56.34 per hourRequisition ID: 37274848