insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Summary

We are looking for a leader to accelerate and improve the Customer Success Experience for our 30K+ customers worldwide by building systems of scale, leveraging data to gain insights and operationalizing our processes. This individual will be responsible for driving and governing long term projects and daily requests that support the scalability of the entire customer experience, from onboarding through renewals. One of the many key initiatives this individual will focus on will be operationalizing our digital success program to drive a unified customer experience for all customers, regardless of coverage by a designated CSM. The Manager of Digital Customer Experience will have the opportunity to use, showcase, and grow their digital program skills, drive internal changes to better serve our customers, and be part of an amazing team of fun, energetic, and dedicated Customer Success professionals.

Responsibilities

• Manage a team of Customer Experience Associates to assist with customer queries via Salesforce ticketing system and follow up on digital outreach campaigns
• Design and deliver a high-value scaled CSM strategy leveraging many digital programs, including Totango and the insightsoftware Community Portal, to drive customer adoption, growth, and retention
• Identify trends for common customer challenges when interacting with insightsoftware and actively suggest ways to address them
• Find new opportunities to implement programs and tactics that can effectively enable customer value and outcomes using scalable digital and 1:many approaches, inclusive of Webinars, Email Campaigns, etc
• Build workflows and dashboards that analyze customer data and trigger actions for Success teams to proactively engage with customers
• Build systems to actively monitor and measure the impact of digital initiatives toward increasing customer health, product adoption, and retention rates
• Analyze trends in NPS survey responses and contribute to the Voice of Customer Program
• Customer Success liaison to develop and drive value for customers via the Customer Portal
• Maintain metrics to measure the health of customers and contact data in SFDC and Totango
• Partner with key stakeholders in Marketing, Support, Professional Services and Sales

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Focus - Enthusiastic about making clients successful
• Drive & Discipline – ability to focus and work hard to achieve the right results
• Integrity – high ethical standards and doing the right thing even when others aren’t looking
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems
• Detail-orientation – be thorough and consistently deliver high quality work

Qualifications

• Minimum three to five years combined years of experience in Customer Success Operations, Digital Marketing, and or Client Care in the software industry
• Experience in digital marketing, content creation, multi-touch campaign and developing copy a plus
• Experience leading, coaching or mentoring a diverse team
• Proactive problem-solver with the ability to execute at both the strategic and tactical level
• Ability to work independently and proactively with minimal direction
• Strong analytical, organizational, and communication skills with an ability to manage competing demands
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands
• Strong interpersonal skills to work with cross-functional teams
• Passion for working in the tech space. Drive a culture of continuous improvement while fostering an innovative work environment
• Proficiency working in Salesforce, with experience in Totango, and/or other marketing automation tools preferred
   

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **