Digital Customer Representative

1 day ago

Manila, National Capital Region, Philippines Instructure Full time
At Instructure, 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 do this by giving smart, creative, passionate people opportunities to create awesome. 
And that's where you come in:

We are looking for a Digital Customer Representative (DCR) to support our global customers who have implemented the Instructure Learning Platform and provide them with an exceptional customer experience. DCRs will play a key role in supporting our customers across the globe by executing the digital transformation of the Instructure customer experience. 

The Digital Customer Representative will manage the Instructure digital customer experience for our dynamic, but smaller customers. DCRs will activate and monitor the Instructure digital customer journey playbook and identify opportunities and risks for customers in this segment. DCRs will be successful by automating the Instructure customer journey - especially some of the repetitive tasks that are a drain on CSM resources - identifying success and risk trends, and actioning playbooks that align to observed trends to increase retention, customer satisfaction and grow revenue.  
About the Role
  • Develop, manage and maintain the Instructure digital customer experience for all assigned customers
  • Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
  • Identify opportunities for reducing repetitive and time-consuming tasks by streamlining using automation 
  • Monitor the digital 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
About You
  • College degree (Bachelor or equivalent) 
  • Exceptional English communication skills, both written and verbal
  • Experience building one:many digital campaigns with efficient processes
  • Capacity to set correct expectations and manage issues to completion
  • Multitask and prioritise tasks in a changing environment
  • Strong team mentality, utilising internal and external resources strategically and tactically
  • Demonstrated ability to solve problems and seek solutions
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. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we've implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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