Description
As the Digital CSM you’ll be involved in all aspects of managing the long-tail, scaled, digital customer base.
- Assist in the design and deployment of onboarding new customers onto our digital platform, guiding them through the setup process and ensuring a smooth transition.
- Identify & develop customer archetypes based on business objectives, challenges, and KPIs.
- Develop and execute tailored journeys / plans for customer segments- outlining clear objectives, milestones, and success criteria
- Monitor customer usage and engagement metrics, identifying opportunities for optimization and improvement against those success criteria
- Provide ongoing training, support, and guidance to customers, empowering them to maximize the value of ActivTrak
- Proactively identify risks and potential issues, implementing mitigation strategies to ensure customer satisfaction and retention.
- Act as a voice of the scaled / VSB customer within the organization, advocating for product enhancements and feature requests based on customer feedback.
- Collaborate with cross-functional teams, including Sales (Scaled Pod), Product Marketing, Lifecycle Marketing, RevOps, BI, and Customer Education to ensure alignment on customer needs and priorities.
Requirements
- 1-2 yrs of Customer Success experience, preferably with a large, scaled book of business
- Experience with sales tools such as Outreach, Salesforce, and Learning Management systems.
- Highly organized and self directed with the ability to juggle multiple priorities concurrently.
- A clear understanding of customer outreach methodology and effective management of tech touch customer engagement to drive positive customer retention outcomes
Benefits
Work environment
- Position is remote within US
- Minimal travel
- Limited physical demands
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