Job Description:
We are looking for an energetic, creative, and execution focused individual to take our customer journeys to the next level! What is a customer journey, you ask? Our 'journeys' act as a virtual success manager, harnessing over 15 years of best practices to take customers through a set of steps to improve their product adoption, relying heavily on self-service and one-to-many channels for delivery of educational and advisory assets.
Primary Responsibilities:
• Define program strategy for customer engagement in active journeys including sub-programs and initiatives designed to increase awareness and drive consumption of journey assets
• Work with stakeholders to test new targeting and engagement approaches, measure effectiveness, collect customer feedback and make recommendations on long term investment in piloted approaches
• Develop journey asset messaging and work with various teams & stakeholders to ensure its implementation across all channels (online, web, community, field teams). Continually test and refine message, in partnership with journey strategy team, to ensure it is compelling & resulting in desired engagement levels
• Command a detailed understanding of our active journeys, our customers, their common behaviors and challenges, and how these can differ by customer segment to better target messaging and new engagement approaches
• Partner with other key business units to ensure alignment of overall customer journey and strategy as it relates to driving engagement
• Create compelling content, messaging and visual presentations that help our Sales & CFL teams understand, communicate, and successfully position our journey assets with customers
• Define high level business goals and metrics, presentations, and reports/dashboards that track progress, drive forward-looking strategy, and identify areas of improvement to refine journey team outputs
Requirements:
• 5-10 years experience in consulting, customer success
• Bachelor's degree or equivalent
• High energy, charismatic, innovative, creative, flexible
• Ability to navigate a large organization and cultivate new, cross-functional relationships
• Demonstrated ability in launching and growing customer engagement and/or end user training programs preferably with familiarity of the cloud/SaaS and social / collaboration space
• Strong communication and writing skills and ability to work across business lines
• Proven track record in performing well in a fast paced environment
• Organizational skills to manage competing projects with tight deadlines effectively
• Proven track record in crafting compelling positioning and thought leadership content
• MBA a plus (but we also love brilliant people who didn't go to business school)
• Salesforce certifications a plus (specifically Cloud)
• Exceptional team player with proven ability to lead through influence & chart strategy using data
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