Digital Experience Advocate

20 hours ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeDigitalCustomer Full time ₱450,000 - ₱850,000

Empowering individuals and organizations to succeed is our mission at Instructure. We create intuitive products that simplify learning and personal growth.

We are seeking a skilled professional to support global customers who have implemented the Instructure Learning Platform. As a Digital Customer Representative, you will play a key role in delivering an exceptional customer experience across the globe.

The ideal candidate will manage the digital customer journey for smaller customers, activating and monitoring the Instructure digital customer journey playbook. You will identify opportunities and risks for customers in this segment and take action to automate repetitive tasks, streamline processes, and improve retention, customer satisfaction, and revenue growth.


About the Role
  • Key Responsibilities:
  • Develop and maintain the Instructure digital customer experience for assigned customers.
  • Perform day-to-day management and maintenance of digital tools, promoting process improvement and automation.
  • Identify opportunities for reducing time-consuming tasks and streamlining processes using automation.
  • Monitor digital customer journey outcomes and identify opportunities and risks.
  • Own communication in the customer success inbound queue, directing customers to relevant resources and contacts.
  • Deploy data-driven automated implementation and adoption activities, tracking customer progress to ensure success.
  • Develop and enable digital campaigns at scale, creating response templates for frequently asked customer questions and communications.
  • Maintain data integrity standards in Gainsight and Salesforce, relating to customer engagement tracking and product utilization.
  • Collaborate with stakeholders on webinar content and coordinate customer success led webinars & campaigns.
  • Generate and qualify inbound opportunities through mail campaigns, webinars, and other means.
  • Analyze the customer base to identify growth opportunities for the Sales Account Executive.
  • Develop and execute action plans from feedback and survey data.
About You
  • College degree (Bachelor or equivalent).
  • Exceptional English communication skills, both written and verbal.
  • Experience building one:many digital campaigns with efficient processes.
  • Ability to set correct expectations and manage issues to completion.
  • Multitask and prioritize tasks in a changing environment.
  • Strong team mentality, utilizing internal and external resources strategically and tactically.
  • Demonstrated problem-solving ability and willingness to seek solutions.

We value diversity and promote equal opportunities in every aspect of our business. We comply with applicable employment and anti-discrimination laws in every country where we operate.

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