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Customer Insights Manager

If you have 3+ years of experience working on customer insights or user experience research at a SaaS company, consider applying to Hopin's job post for a new Customer Insights Manager.
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Description

At Hopin, we’re reimagining virtual events.

As the first all-in-one virtual venue for live online events, Hopin brings people together in a highly interactive and engaging online experience that feels just like an in-person event, only without the barriers. Whether it’s a 50-person meetup, or a 50,000-person conference—any type of event organizer can host a Hopin event for their attendees, speakers, sponsors, and vendors to convene, learn, and interact face-to-face online. We’re spearheading the innovative technology that is enabling people to gather online like never before.

Our mission is simple: better connections for a better planet.

We believe in events without limits, but events that are sustainable and accessible to everyone—and fun, too! To do this, we need passionate builders and storytellers to join us. Do you love people and technology and the magic that happens when they converge at scale? Do you have the skills and experience we’re looking for to better serve our clients? If so, we’d like to meet.

We’ve been recently funded by a16z, General Catalyst, IVP, Accel, DFJ Growth, Northzone, Coatue, Tiger Global, Salesforce Ventures and many other high profile investors.

The Role

Hopin is seeking a Customer Insights Manager to lead our efforts to collect and synthesize user feedback to drive product improvements. You will collaborate with all aspects of the Customer Experience Organization to develop a comprehensive and data-driven perspective of user pain points and product needs as well as gaps in the customer journey. After aggregating this information, you will take a collaborative and solutions oriented approach to partner with the product and development teams to implement changes that delight and improve our customers’ experience. You will close the loop with customers so they understand how their feedback is helping inform the overall product experience.

Responsibilities

  • Be the Voice of the Customer to cross-functional stakeholders at Hopin
  • Manage our channels for collecting user feedback on Hopin and improve / expand to develop a comprehensive view of customers’ experience with Hopin
  • Analyze, synthesize and prioritize user feedback into actionable product requirements
  • Partner with Product, Design and Development teams to scope and implement improvements to improve customer’s experience
  • Write basic PRDs, wire-frames and mocs to help aide in scoping and prioritizing development resources
  • Develop and lead a communications strategy to respond to user feedback.

About You

  • 3+ years of experience working on customer insights or user experience research at a SaaS company.
  • Tech Savvy - love software, tech and excited to learn about  new software,
  • Super motivated, can-do attitude, problem solver and excited by a fast paced environment.
  • Comfortable conducting analysis using SQL, R, Matlab and/or other relational database and statistical software
  • Demonstrated project management and collaborative skills in a cross-functional and global environment.
  • Experience working in a customer facing role is a plus.

The Offer

  • Competitive salary
  • Fully remote, global team
  • Flexible schedules
  • Laptop assigned, Mac or Dell (Windows)
  • $800 USD for Home-Office set up
  • $1500 USD for Learning & Development

At Hopin, we're committed to cultivating an environment that promotes equality, diversity, and inclusion. We are a global community and we believe our unique qualities must be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise. Inclusion isn't just an initiative at Hopin. We strive to embed it not just into our core values but throughout our entire ecosystem.

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