Gregg Erickson
Senior Director, Voice of Customer Program at Oracle
- Role
- Senior Program Director, Voice of Customer at Oracle
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Gregg Erickson
My #1 passion is building strong product-customer fit, customer success, technical…
Experience
Senior Program Director, Voice of Customer
Feb 2022 — Present · Seattle, WA, US
As part of the SaaS engineering Go to Market organization, I crafted, developed and governed Oracle’s Voice of Customer program along with a team of SMEs engaging customers and accelerating their cloud journey to get the most value from their investment • Developed a keen understanding of the SaaS customer journey and customer listening channels and architected and defined how customer input is mapped and actioned to develop data-driven insights and critical strategies that transformed the customer experience throughout their post-sale cloud journey• Engaged in cross-collaboration with our global marketing, customer support and customer success regions to create and deliver a best-in-class customer experience• Fulfilled business goals and developed and met budgets, while ensuring quality of project delivery and customer reference-ability• Cultivated cross-functional relationships and communications through the creation and maintenance of strategic relationships with management across Global Marketing, Product Development, Product Marketing, Support, Consulting, Operations & Sales• As the VOC program leader, built and led a Customer Experience Panel made up of global customers for our organization to leverage to get input and direct feedback on product and customer experiences to surface treatment strategies around innovation and improvement• Developed and led a Tiger Team of cross-functional SMEs, analysts and project managers to create and deliver new customer experience innovations, such as developing a VOC repository, new listening posts, improving support and customer success engagements, creating surveys around how to improve community, self-help, and our KB articles, just to name a few among many successfully completed initiatives
Education
Highline College
Business Administration and Management, General
Skills
- Start-Ups
- Trade Shows
- Emotional Intelligence
- Team Leadership
- Erp
- Process Improvement
- Account Management
- Change Management
- Leadership Development
- Business Intelligence
- Operations Management
- Leadership
- Customer Experience Management
- Cross-Functional Team Leadership
- Saas
- Cloud Computing
- Footwear
- Strategy
- E-Commerce
- Customer Retention
- Integration
- Customer Service
- Enterprise Software
- Sales Management
- Software Project Management
- Sporting Goods
- Crm
- Domain Names
- Sharepoint
- Training
- Customer Support
- Microsoft Office
- Sales
- Technical Support
- Business Analysis
- Inventory Management
- Team Building
- Management
- Project Management
- Strategic Planning
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