Corporate Programs Manager
Reports to: SVP of Client Success Operations and Marketing. Location: Flexible (Remote or Office-Based). Travel Requirement: Up to 35-50%.
Responsibilities
Client Experience & Voice of the Client Leadership: Develop and lead Altera's enterprise Voice of the Client (VoC) strategy. Own and administer the organization's Net Promoter Score (NPS) program, including survey design, analysis, reporting, and action planning. Establish enterprise-level client satisfaction measurement frameworks and benchmarks. Identify client experience trends and emerging risks that impact retention, loyalty, advocacy, and growth. Translate client feedback into actionable recommendations for executive leadership. Partner with Client Success, Marketing, Product, Services, and Sales leaders to address client concerns and improve outcomes. Develop executive reporting that provides visibility into client sentiment and experience trends.
Client Leadership Council (CLC) Management: Lead the planning, execution, and ongoing management of the Client Leadership Council program. Develop strategies to maximize client engagement, participation, and value from council activities. Coordinate executive participation and communication with client council members. Facilitate discussions that provide strategic client feedback on corporate initiatives, products, and services. Track action items and commitments resulting from council meetings and ensure organizational accountability. Leverage insights from the CLC to influence strategic planning and client experience improvements.
Client Feedback & Insights Programs: Lead client insight initiatives including: Net Promoter Score (NPS), Client Leadership Council (CLC), Client Satisfaction/Class Score Programs, MID Interviews, Post-Activation Interviews, Client Advisory Programs, Strategic Client Feedback Initiatives. Develop repeatable processes for collecting,