Linda Werner & Associates, Inc

Operations

• Own the editorial strategy, narrative direction, and end-to-end production of recurring customer intelligence reports
• Synthesize qualitative customer feedback into concise, actionable insights and recommendations
• Produce topic-specific intelligence reports and support recurring customer sentiment reporting
• Evaluate and improve intelligence outputs based on engagement, connections, and business decisions
• Cross-reference customer findings with research, product roadmaps, marketing priorities, and go-to-market initiatives
• Present findings and recommendations to cross-functional and leadership audiences
• Develop compelling customer narratives and produce/edit video content using Descript or similar tools
• Build and maintain written, video, and audio customer story libraries
• Support live customer listening sessions, including recording, timing, flow, host coordination, invitations, calendars, communications, and tracking
• Improve listening session formats, customer recruitment strategies, and question design
• Manage and prioritize incoming customer activation and intelligence requests
• Coordinate scope, timelines, deliverables, expectations, and execution with cross-functional and program partners
• Improve intake and triage processes
• Build stakeholder relationships across Product, Product Marketing, Sales Enablement, Business Marketing, and related teams
• Develop customer intelligence standards and best practices
• Maintain customer proof points, stories, intelligence repositories, product and guidance mapping, signup and data workflows
• Track insights through actions, decisions, and outcomes
• Identify improvements to operational systems and reporting processes

SMB Customer Operations & Intelligence Strategist