VOC Platform Success Specialist

$56.34 per hour

Cypress HCM

San Jose, CA

Job Details

VOC Platform Success Specialist (Contract)
Location: Remote in San Jose, CA 95110
Duration: 06/22/2026 - 12/22/2026
Team: C&P Biz Ops- Strategy & Biz Ops

Job Description

Voice of Customer (VOC) program captures, organizes, and activates customer feedback to drive product decisions across the company’s core solutions. This role supports Enterpret, customer feedback intelligence platform, helping stakeholders across Product, Strategy & Operations, PMM, and Field teams maximize platform adoption and value.
The VOC Platform Success Specialist will serve as the primary functional expert and trusted advisor for Enterpret users, driving onboarding, adoption, reporting, stakeholder engagement, and operational excellence across the VOC program.

Responsibilities
User Onboarding and Enablement

Onboard new Enterpret users across Product, PMM, Strategy & Operations, and Field organizations
Guide users through platform setup, workflows, and best practices
Create and maintain FAQs, user guides, onboarding materials, and enablement documentation
Monitor adoption and onboarding progress and proactively address gaps

Stakeholder Guidance and Support

Serve as the primary point of contact for Enterpret users
Consult with stakeholders on how to optimize VOC workflows and platform usage
Align platform capabilities with stakeholder business needs and reporting requirements
Troubleshoot platform issues and coordinate escalations with technical resources when needed

Reporting and Insights Distribution

Analyze VOC platform data to identify meaningful trends and opportunities
Build stakeholder-ready reports, summaries, and insight packages
Deliver proactive insights that increase engagement and demonstrate program value
Support data-driven decision making across multiple teams

Program Engagement Analytics

Produce monthly VOC program engagement reports
Consolidate platform engagement metrics, feedback submission data, and stakeholder impact insights
Maintain visibility into overall program health and adoption trends
Support leadership reporting and investment discussions

Taxonomy Management

Own and administer Enterpret product taxonomy updates
Implement approved classification and vocabulary changes
Maintain documentation and audit logs of taxonomy updates
Communicate changes to impacted stakeholders

Interlock and Program Operations Support

Execute follow-up activities associated with VOC Interlock workstreams
Provide operational support for stakeholders participating in VOC processes
Assist with documentation, status tracking, governance activities, and program materials
Support additional program management initiatives as needed

Platform Feedback and Continuous Improvement

Collect user feedback regarding platform usability and effectiveness
Identify opportunities to improve workflows, submissions, navigation, and user experience
Partner with program leadership to recommend enhancements

Required Qualifications

3-5 years of experience in customer success, platform enablement, program coordination, user adoption, or related functions
Experience supporting enterprise software or SaaS platforms
Strong ability to learn and become a subject matter expert on business applications
Experience onboarding, training, or enabling end users
Strong reporting, analytics, and data storytelling skills
Ability to translate business requirements into practical platform solutions
Excellent stakeholder management and relationship-building skills
Strong written and verbal communication abilities
Highly organized and capable of managing multiple concurrent priorities
Self-directed and proactive with minimal oversight

Preferred Qualifications

Experience serving as a platform champion, power user, or internal enablement lead
Experience supporting Voice of Customer (VOC), customer feedback, research, or insights programs
Experience working closely with Product teams
Familiarity with company products and digital experience technologies
Undergraduate degree or MBA

Compensation

Pay Rate: Up to $56.34 per hour

Requisition ID: 37274848

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Vacancy posted 3 days ago

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