Digital Customer Experience Specialist

At the core of our mission is a belief in the transformative power of people and technology to drive growth and success. Our objective is to leverage intuitive products that simplify learning and personal development, facilitate meaningful connections, and inspire individuals to reach their full potential.

We are seeking a highly skilled Digital Customer Experience Specialist to join our team. This individual will play a pivotal role in supporting our global customers who have implemented our platform, providing them with an exceptional customer experience.

The ideal candidate will be responsible for managing the digital customer experience for our dynamic, yet smaller clients. This involves activating and monitoring the digital customer journey playbook, identifying opportunities and risks, and taking proactive steps to mitigate them.

About the Role

• Customer Journey Management: Develop and maintain the digital customer experience for all assigned clients, ensuring seamless execution of the digital transformation roadmap.
• Process Improvement: Perform day-to-day management and maintenance of digital tools, consistently promoting process improvement initiatives to enhance efficiency and productivity.
• Automation Opportunities: Identify and streamline repetitive tasks by leveraging automation technologies, thereby reducing manual effort and minimizing errors.
• Risk Management: Monitor digital customer journey outcomes, identifying opportunities and risks, and developing strategies to address them proactively.
• Communication: Own communication in the customer success inbound queue, directing clients to relevant resources and contacts to achieve their goals.
• Data-Driven Decision Making: Deploy data-driven automated implementation and adoption activities, tracking client progress to ensure successful outcomes.
• Campaign Development: Develop and enable digital campaigns at scale, creating response templates for frequently asked client questions and communications.
• Data Integrity: Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking and product utilization.
• Webinar Coordination: Assist in the coordination of customer success-led webinars and campaigns, collaborating with stakeholders to develop engaging content.
• Growth Opportunities: Identify and surface growth opportunities to Sales Account Executives, developing and executing action plans from feedback and survey data.

About You

• Education: College degree (Bachelor or equivalent) in a relevant field.
• Communication Skills: Exceptional English communication skills, both written and verbal, with the ability to build strong relationships with clients and colleagues alike.
• Technical Skills: Experience building one-many digital campaigns with efficient processes, utilizing automation technologies to streamline tasks and improve productivity.
• Problem-Solving: Demonstrated ability to solve problems and seek solutions, with a strong focus on delivering high-quality results.
• Teamwork: Strong team mentality, utilising internal and external resources strategically and tactically to achieve business objectives.

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer, committed to fostering an inclusive work environment that values diversity and promotes equality.