Senior Project Manager, Customer Experience

Natick, MA, United States

Senior Project Manager, Customer Experience page is loaded Senior Project Manager, Customer Experience Apply locations Natick, Massachusetts time type Full time posted on Posted Yesterday job requisition id R0009832 Job Description About us- Cognex is the largest, most successful and recognized global player in industrial machine vision! We are a financially strong, international company with no debt and have been in business for over 40 years. Using advanced optics, image sensors and artificial intelligence software Cognex vision and ID systems capture an image then analyze it to make sense of what’s being seen. We are deeply committed to fostering an inclusive and equitable work environment, guided by our "Work Hard, Play Hard, Move Fast" culture, which celebrates employee innovation, determination, and dedication in a dynamic, fun, and distinctive atmosphere .

We are working on a hybrid schedule, 3 days in the office, 2 at home.

We are seeking an experienced, data-driven Customer Experience (CX) Project Manager to drive improvements to the Cognex CX with a focus on customer effort, innovation, and value realization. The Senior Project Manager, Customer Experience will swiftly become an expert on Cognex products as well as customer success packages, processes, and systems, and then drive projects that positively impact Cognex customers in ways that align with global operational and financial objectives. The successful candidate will be instrumental in improving Cognex customer journeys and will come equipped with a combination of project management expertise, strategic thinking, a deep understanding of customer-driven requirements, and a track record of exceeding project deliverables. This person will be collaborating with stakeholders across multiple functions while leveraging our Salesforce CRM and product portfolio to achieve the target CX objectives; Salesforce experience is required.

Essential Functions

Lead end-to-end projects centered on CX, from conceptualization to implementation, ensuring initiatives are delivered on time, within scope, and within budget.

Learn Cognex customer success processes and systems, most of which runs through Salesforce Service Cloud, and leverage data to propose and execute changes to existing processes.

Leverage Salesforce data and voice-of-customer research to understand customer needs, preferences, and pain points in driving CX improvements.

Develop comprehensive strategies to enhance the overall CX across all touchpoints; collaborate with internal stakeholders, such as Marketing, Sales, and Engineering, to earn buy-in on CX strategies.

Exemplify a culture of continuous improvement by proactively identifying opportunities to enhance the customer journey, and prioritize and deploy such enhancements based on impact to customer satisfaction and loyalty.

Stay informed on product and service offerings, industry trends and emerging technologies, competitive landscapes, and best practices related to CX; leverage this knowledge to drive innovation and differentiation.

Productize elements of the CX and equip Sales with the resources to demonstrate relevant value propositions to Cognex customers.

Define key performance indicators to measure the success of CX initiatives; monitor KPIs regularly to track progress and identify areas for optimization.

Provide regular updates to senior management and key stakeholders on the progress of CX projects.

Knowledge, Skills & Abilities

Proven ability to lead and manage cross-functional, customer-centric projects within a global, matrixed organization from concept to deployment.

Expertise in customer journey mapping, customer segmentation, CX design and implementation, and using data to substantiate business requirements.

Proficiency with Salesforce CRM and project management tools such as MS Project, JIRA, and/or Asana.

Strong interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams.

Prioritization and organizational skills to manage multiple projects with quality and efficiency in a dynamic, fast-paced environment.

Strong understanding of complicated data analysis theory, project cost estimation, and profitability analysis.

Strong decision making and problem-solving skills with the ability to sort through competing priorities, anticipate and manage risks, and develop effective mitigation actions to produce effective solutions in unexpected situations.

Understanding of the “Customer Journey” throughout the lifecycle of a customer’s interaction and reducing the customer effort.

Possess adequate familiarity with, or propensity to swiftly learn, applications for all major Cognex products including, but not limited to, DataMan, In-Sight, VisionPro, Cognex Designer, ViDi, and Ether-Inspect.

Exceptional communication and presentation skills, with the ability to effectively communicate complex ideas and concepts to diverse audiences.

Strong problem-solving and decision-making abilities, with a focus on driving results and exceeding expectations.

General sense of accountability and ownership.

Minimum Education and Work Experience Required

Bachelor’s degree preferably in a technical discipline.

Minimum of 5 years’ project management experience with a focus on complex, cross-functional projects for a $1B+ global organization.

Minimum 3 years’ hands-on experience with Salesforce CRM; experience with SAP is preferred.

PMP certification or equivalent project management certification preferred.

Lean six sigma and value stream mapping experience is preferred.

Experience with any of the following is a plus: machine vision, industrial vision systems/devices, factory automation, software programming, PLC communications protocols.

Willingness to travel occasionally as needed, up to 15%.

Additional Job Description Equal Employment Opportunity

Cognex is an equal opportunity employer. Cognex evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

About Us WE MAKE COMPUTERS THAT CAN SEE Cognex is the largest, most successful and most recognized global player in industrial machine vision. Using advanced optics, image sensors, and artificial intelligence software Cognex vision and ID systems capture an image, then analyze it to make sense of what’s being seen.

Companies use Cognex vision and ID in their manufacturing processes to improve product quality, guide assembly robots, and track items through each stage of production and distribution.

Cognex is focused entirely on solving the toughest problems in industrial machine vision and ID, and we have sold more solutions in these areas than any other company in the world.

More than a billion products are made each day using Cognex vision.

The only thing smarter than our vision and ID systems are the people that stand behind them. One of them could be you!

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