What you’ll Do:
- Partner with other digital experience leaders to design and create engaging 1:Many programs across all customer segments.
- Assist CS leadership with designing and building CPX engagements that suit their goals, and thus support customers across their lifecycle. Partner with manager to balance prioritization of these requests, and to create and communicate your roadmap
- Create digital engagements that are visually appealing and effective across all stages of the customer journey.
- Measure the impact of each digital campaign and evolve towards more effective strategies.
- Present results and recommendations to relevant stakeholders including CPX leadership.
- Work collaboratively with colleagues to share ideas for improvements and general customer insight that increase open rates and drive greater maturity of the many model in general. Maintain a solid understanding of the customer journey to build campaigns around a number of topics including user adoption, risk, and product usage.
Education:
- Undergraduate Degree or equivalent combination of education and experience in a related field.
Experience:
- 4+ years experience related to Customer Success, Support or Client Services Operations in a SaaS business
Skills:
- Experience with marketing automation tools, journey builder tools and other tools that help marketers visualize customer journeys
- Experience with Gainsight Journey Orchestrator strongly preferred Technical copywriting experience preferred
- Experience creating surveys a plus
- Excellent communication skills with the ability to collaborate with a variety of stakeholders, including leadership and cross-functional teams
- Highly organized; responsive to the needs of your customers and team
- Self-motivated and action-driven, with the ability to take initiative, execute and follow through Eager to bring expertise in data-driven customer journey mapping and orchestration Passion for writing and designing engaging messaging for large audiences
Travel & Work Conditions:
- Minimal travel
- Reliable internet access for any period of time working remotely, not in a Workiva office