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Senior Manager, Customer Insights (m/f/d)

Fluence · Greater Houston · 2 days ago
MarketingFull-time

Role Overview

The Senior Manager, Customer Insights plays a pivotal role in shaping how Fluence understands and serves its global market. The role involves leading the end-to-end administration, methodology design, and governance of global relationship-based customer surveys, maintaining customer segmentation frameworks, guiding product roadmaps, and executing executive reporting.

Key Responsibilities

  • Own the Voice of the Customer (VoC) Program: Lead the end-to-end administration, methodology design, and governance of global relationship-based customer surveys (e.g., Strategic NPS, annual relationship surveys) to serve as the single source of truth for customer sentiment.

  • Maintain Customer Segmentation: Maintain and continuously refine comprehensive customer segmentation frameworks to model the unique needs of diverse, global customers and prospects.

  • Guide Product Roadmaps: Partner strategically with Growth and GID to ensure global product roadmaps and feature developments align with segment-specific expectations and direct customer feedback.

  • Executives Reporting & Dashboarding: Define program success metrics and construct executive-level reporting to measure the impact of customer feedback and segmentation on pipeline growth, brand perception, and overall satisfaction.

Required Qualifications & Experience

  • Education: Bachelor’s degree in Business, Marketing, Statistics, Social Sciences, or a related field; MBA or advanced degree preferred.

  • Experience: 5+ years of experience in B2B customer insights, market research, voice of the customer (VoC) program management, or a related product marketing role.

  • Survey Methodology: Proven track record designing, administering, and analyzing relationship and transactional surveys within enterprise feedback management platforms (e.g., Qualtrics, Medallia, AskNicely).

  • Industry Context: Experience in clean energy, energy storage, utilities, or enterprise B2B SaaS environments is highly desirable.

  • Analytical Tools: Demonstrated ability to build and maintain professional dashboards in visualization tools (e.g., Power BI, Salesforce).

Additional Skills

  • Matrix Collaboration: Exceptional cross-functional collaboration and alignment skills, particularly when navigating boundaries with Customer Success, Product, and Sales teams.

  • Strategic Translation: Strong qualitative and quantitative analysis skills, with the ability to turn raw customer quotes and metrics into high-impact commercial strategies.

  • Executive Presence: Excellent communication and presentation skills, with the ability to present complex VoC insights clearly to C-suite and executive audiences.

Culture

At Fluence, our culture is the foundation that drives our ambitious growth strategy and fuels our mission to transform the future of energy. Our core cultural pillars empower us to innovate, collaborate, and lead with purpose, ensuring we continue to deliver unparalleled value to our customers and the world.

Equal Opportunity Employer

Fluence is an Equal Opportunity Employer and welcomes qualified applicants of all backgrounds. We do not sponsor work visas for this position.

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