SUMMARY

We are seeking a proven leader with highly analytical and detail-oriented background to join our dynamic team as our Manager, Digital Customer Success. In this role, you will be a hands on leader enhancing the efficiency and effectiveness of our digital customer success operations that focus on our front office solutions. This individual will be responsible managing a team of Digital Customer Success Manager to drive retention and adoption outcomes. You will work closely with cross- functional teams to drive continuous improvement initiatives and ensure our customers receive exceptional service and value.

PRIMARY RESPONSIBILITIES

• Experience in digital CX programs that drive usage and adoption with customers leveraging SaaS products & tools.
• Leverage a multi-channel approach to scale coverage through a combination of channel tools, self-service tools, and a small CX team.
• Lead a small team to drive scaled digital coverage leveraging a multi-channel approach to conduct customer success outreach.
• Foster a continuous learning environment, hire top performers, lead and evolve onboarding programs to reduce ramp time and perform ongoing coaching, scale the team, retain talent and define career paths.
• Lead by example, demonstrating a positive & resilient attitude, unwavering advocacy for customers, a willingness to bring new ideas.
• Develop team to provide an exceptional customer experience through customer success outreach focused on understanding the customers’ needs and provide customer centric support that ensures the customer gains value from our products and tools.
• Analyzd performance and impact of prgrams on customer revenue and growth to drive improvement.
• Drive and optimize digital process though test and learn programs driving agile modifications to digital customer programs.
• Collaborate and drive action cross functionally within a matrixed organization.
• Develop and implement policies and procedures.
• Monitor and evaluate team performance and recommend improvements
• Address and resolve team and customer conflicts.
• Maintain a professional workspace and workflow.

QUALIFICATIONS

• Bachelor’s degree in business administration, operations, customer analytics or similar field
• Seasoned professional with 10+ years' experience in Digital Operations, Customer Success Operations, Customer Support Operations or related field
• 5+ years' experience in managing and developing a team of professionals.
• Experience with Salesforce, Gainsight, or other CRM tools
• Experience with digital channels, social AI, chatbot, IVR
• Six Sigma black belt a plus

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Ability to drive workflow and process at scale leveraging digital tools and people resourcing to run a high impact, high outcome program.
• Have a passion for processes; building and continually evolving our standardized approach to support our customers, internal teams, and one another.
• Deep understanding of CX practices to drive usage and adoption across multiple spend and product segments
• Strategic and analytical thinker with exceptional execution and problem-solving capabilities
• Excellent oral and written communication skills; strong presenter and visual storyteller.
• Proven experience in managing and developing a team of customer success operations professionals.

Physical Demands and Working Conditions

• Physically able to participate in training sessions, presentations, meetings, as needed
• Ability to work extended hours as needed (may be required at times)

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.