Program Manager - Digital Customer Success

November 8

Apply Now

Receive Emails with Similar Jobs

Algolia

WebsiteLinkedInAll Job Openings

API • Headless • Search • Discovery • Personalization

201 - 500

💰 $150M Series D on 2021-07

Description

• Drive the onboarding, adoption, retention and overall success of our customers via digital programs • Innovate, develop, test and deploy outreach based on data signals, customer segmentation, and collaborations across teams at Algolia • Responsible for managing existing Tech Touch outreaches, timing, cadence and content • Work with all groups across Customer Success to identify areas for new campaigns both for feature adoption and seasonal / customer events • Understand where / how we can provide added value with outreaches to Customer • Scaling already existing Tech Touch programs to increase scope and outreach • Define clear CTA’s (Call To Actions) for teams to drive human follow-up based on responses from digital programs • Close collaboration with with Customer Marketing to ensure alignment on outreach • Understand any trends in feature adoption which can be highlighted / taken advantage of by incorporating this into a campaign • Support and potentially conduct product trainings in collaboration with Algolia Academy & Education team • Maximize the adoption of our product features through our customer base in order to maximize the value driven by our product • Using data trends Identify accounts that are at risk or have deployment challenges and work proactively to build programs to eliminate that risk • Leveraging and understanding data to provide data driven mapping of the customer journey • Assist in the creation of dashboards to measure impact/effectiveness of digital programs • Identify opportunities to expand our partnership with customers through increased engagement

Requirements

• 3 - 4 years relevant work experience in customer success, account management, digital consultancy/outreach or project management, preferably in a SaaS business • Understanding of Search and AI technologies and their applications in enterprise settings • Ability to set priorities, drive decisions and get closure on recommendations and issues • Ability to influence others towards continuous improvement, both internally and externally • Experience successfully managing customer engagements to completion and customer satisfaction • Thrive in a fast-paced and dynamic environment with exceptional attention to detail • Excellent presentation, written and verbal communication skills • Proven time management skills with the ability to prioritize tasks • Experience scaling outreach campaigns from small cohort to large • Algolia, Gainsight & ThoughtSpot Experience a benefit