Customer Experience Traffic Manager

| Austin

At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about Customer Experience. As part of the Vista Equity family, you'll receive best in class development opportunities and the ability to work with customers like Google, Microsoft, Disney and Sprint.


We are building a new, innovative team of Customer Experience experts designed to be an integral part of cross-functional sales teams having differentiating, solutions-focused discussions with our Customers. These teams help Customers define their vision for their own Customer Experience, craft the just right Khoros Professional Services packages to ensure Khoros software delivers on those Customer Experiences, and are strong examples of what it is to be a Khoros Customer. 


The Traffic Manager is the central contact point for all deal support work that flows through the Customer Experience team. Once a request for team support has been opened in our Sales Request system the Traffic Manager will evaluate the request for completeness, timing considerations, and resources required to fulfill the request. Working with Customer Experience Team leadership and standard processes for assignment, the Traffic Manager will direct the request to team members to join the broader deal team and fulfill the request. The Traffic Manager monitors all active requests to ensure they are moving through the process and to identify and remediate blockers to completion. The Traffic Manager is also responsible for generating weekly reports of team and request status and doing ongoing analysis of team velocity and capacity. 


While not required a background in Agile methodologies is highly valued as the team considers the role that Agile principles might play in managing team velocity and scale. 


This role is part of the Customer Success/Operations Team but will work broadly across the organization to collaborate and build processes and solutions required to craft exceptional Customer Experiences. In particular, our most important partners are in the Sales organization. We will work together to acquire, serve, and delight customers. 


Job Responsibilities:

 

  • Evaluate requests for Sales deal support for completeness against checklists and route back to the requestor for additional information or to the Customer Experience team for servicing. 
  • Review weekly workload for the team and recommend adjustments to timing and commitments. 
  • Manage team weekly priority list.
  • Manage the request backlog on a weekly basis.
  • Triage unexpected and fast-turn requests against team workload, coordinate with team leadership on prioritization and scheduling, and manage expectations with stakeholders.
  • Follow up with others in the organization to gather information required to move requests and work forward. 
  • Coordinate with Sales and Account teams to arrange information gathering and calls as needed with Customers. 
  • Report weekly on team performance against established SLAs.
  • Provide weekly updates on all open requests to key stakeholders.
  • Collaborate with the broader Customer Experience team in the development of processes, checklists, reports, and other tools to grow and scale the team for rapid but quality responses to requests.


Requirements:

 

  • Bachelor's Degree or equivalent.
  • Minimum of 2-3 years working in a SaaS or other technology organization in a traffic manager, scrum master, or project manager.
  • Passion for Customer Experience and making customers successful.
  • Excellent communication, and project management skills.
  • Acumen in working with internal stakeholders in high-impact situations.
  • Innate intellectual curiosity about marketing and advertising, social media, social care, community, our product, our partners, and our competitors
  • Responsible self-starter with the ability to problem-solve and work in a fast-paced environment.
  • Well-organized with an attention to detail and a proven ability to meet deadlines.
  • Experience with Salesforce, especially reporting.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases

Location

7300 Ranch Road 2222 , Austin, TX 78730-3204

An Insider's view of Khoros

What are some social events your company does?

Khoros Austin embodies cultural diversity through inclusivity and team engagement. Not only do we offer daily catered lunches and weekly bootcamp and yoga classes, but we organize unique monthly happy hour experiences, (mixology contests, candle making, mindfulness classes) quarterly volunteer opportunities and partnerships with local non-profits.

Laura Whitefield

ATX Senior Executive Assistant & Cultural Specialist

How does the company support your career growth?

After trying on quite a few different roles, I feel so fortunate to have found the perfect one for me. My managers have always been so helpful in making sure to elevate and help me prep for the right opportunities to provide value for the company and help me transition into a role that I love.

Sidney Gomez

Sales Engineer

How has your career grown since starting at the company?

I've had multiple opportunities to learn and grow at Khoros. I began as a Recruiter and was promoted to Recruiting Lead within a year. Having worked in recruiting a while, earlier this year, I was interested in a career shift and was supported through a transition into Sales Engineering. My career has grown exponentially since being at Khoros.

Kristine Lim

Associate Sales Engineer

What are Khoros Perks + Benefits

Khoros Benefits Overview

Khoros offers a competitive benefits plan that empowers employees to make decisions that best benefit themselves and their families. By incorporating exceptional benefits with office-specific perks and a work-life balance, Khoros delivers an exceptional employee experience for its global team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Khoros provides Austin employees with free lunch on Monday, Wednesday and Friday and breakfast on Tuesday and Thursday.
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
$50/month offered for employee wellness
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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