At a Glance
- Tasks: Drive impactful customer experiences and engage with global clients through innovative programs.
- Company: Join Coveo, a forward-thinking company focused on customer engagement and success.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Embrace a dynamic environment with a commitment to accessibility and inclusivity.
- Why this job: Shape how customers interact and grow while collaborating with diverse teams.
- Qualifications: 5+ years in Customer Experience or related fields, strong project management skills.
The predicted salary is between 51750 - 63250 £ per year.
Drive scalable customer experiences that create lasting impact.
What if your next role allowed you to shape how customers engage, learn, and grow at scale?
As part of Coveo’s Customer Experience organization, you’ll help deliver customer programs that strengthen engagement, accelerate adoption, and elevate the post-sale experience across our global customer base.
You’ll work alongside cross-functional teams to bring customer initiatives to life, from community engagement and Voice of Customer programs to scalable digital experiences.
If you enjoy building structure in fast-moving environments and collaborating across teams, this role is for you.
As our Senior Customer Experience Program Manager, you will
- Execute and scale customer engagement programs across the post-sale journey through webinars, office hours, digital touchpoints, and other one-to-many initiatives.
- Support and evolve the Coveo Connect community experience by enabling scalable self-service resources, customer engagement programs, and peer-to-peer interactions.
- Partner cross-functionally with Technical Programs Managers, Customer Lifecycle Managers, Customer Experience Operations, Marketing, Product, and Support to deliver aligned customer experiences.
- Coordinate communications, timelines, workflows, dependencies, and operational readiness across customer engagement initiatives.
- Support Voice of Customer (Vo C) initiatives through feedback collection, insights synthesis, reporting, and follow-up coordination.
- Monitor program performance metrics and contribute to continuous improvement through process, reporting, tooling, and workflow optimization.
Here is what will qualify you for the role
- 5+ years of experience in Customer Experience, Customer Success Programs, Program Management, Customer Marketing, or related customer-facing roles in a software-as-a-service (Saa S) environment.
- Experience executing cross-functional customer engagement programs in a business-to-business (B2B) environment.
- Strong project and program management skills with the ability to manage multiple initiatives simultaneously.
- Experience working with customer engagement platforms, customer relationship management (CRM) systems, survey tools, and reporting dashboards.
What will make you stand out
- Experience supporting customer communities, self-service experiences, and scaled engagement programs.
- Familiarity with digital customer success, customer lifecycle management, and software adoption strategies.
- Experience supporting Voice of Customer initiatives and translating customer feedback into actionable insights.
- Proven ability to collaborate effectively with cross-functional and customer-facing technical teams.
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
Join the Coveolife!
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices.
If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo. com to discuss your needs.
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Senior Customer Experience Program Manager (1-year fixed term) employer: Socket.dev
Multiverse is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Edinburgh. With a commitment to employee growth through comprehensive upskilling opportunities and a robust benefits package, including generous holiday allowances and health support, Multiverse empowers its team to thrive in the rapidly evolving AI landscape. Join us to be part of a mission-driven company that values diversity and inclusion while shaping the future of education and workforce development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Program Manager (1-year fixed term)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Socket.dev.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Socket.dev. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Senior Customer Experience Program Manager (1-year fixed term)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Socket.dev.
How to prepare for a job interview at Socket.dev
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Socket.dev's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Socket.dev offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
