Building Exceptional Customer Experiences
1 week ago
At our organization, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We are looking for a Digital Experience Specialist to support our global customers who have implemented our platform and provide them with an exceptional customer experience. This role will play a key part in supporting our customers across the globe by executing the digital transformation of the customer experience.
The Digital Experience Specialist will manage the customer experience for our dynamic, but smaller customers. This role will activate and monitor the customer journey playbook and identify opportunities and risks for customers in this segment. The successful candidate will automate the customer journey - especially repetitive tasks that are a drain on resources - identify success and risk trends, and action playbooks that align to observed trends to increase retention, customer satisfaction and grow revenue.
About the Role
- Develop, manage and maintain the customer experience for all assigned customers
- Perform day-to-day management and maintenance of digital tools and consistently promote and assist with process improvement.
- Identify opportunities for reducing repetitive and time-consuming tasks by streamlining using automation
- Monitor the customer journey outcomes and identify opportunities and risks
- Own communication in the customer success inbound queue, directing the customer to the appropriate resources and contacts to achieve their goals
- Deploy data-driven automated implementation and adoption activities and track customer progress through implementation to ensure success
- Develop and enable digital campaigns at scale and create and maintain response templates for frequently asked customer questions and communications
- Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking and product utilization
- Assist in the coordination of customer success led webinars & campaigns
- Collaborate with Customer Service Manager and Product Marketing stakeholders on webinar content
- Own inbound opportunity generation and qualification through mail campaigns, webinars and other means.
- Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive
- Develop and execute action plans from feedback and survey data
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