המקום בו המומחים והחברות הטובות ביותר נפגשים
Cisco ThousandEyes Customer Success Japan, Minato 221302685
Yesterday
What You’ll Do
- Digital Engagement Strategy: Develop and execute a proactive digital communication strategy for customer segments, focusing on volume accounts. Ensure each stage of the customer journey is optimized to drive engagement, adoption, and retention.
- Tech Touch Execution: Utilize automation platforms and email outreach to engage customers at critical moments, ensuring personalized experiences at scale.
- Data-Driven Customer Success: Leverage key performance indicators to assess the effectiveness of touchpoints, such as delivery rates, open rates, and click-through rates. Analyze customer data to make recommendations to fine-tune digital touchpoints and increase engagement.
- Monitor and Report on KPIs: Track and report on key performance indicators (KPIs) to senior leadership, providing regular updates on progress, identifying trends, and highlighting areas for improvement to ensure alignment with business goals.
- Customer Journey Optimization: Continuously improve the digital customer journey by analyzing customer interactions, identifying pain points, and implementing automated solutions to streamline processes.
- Collaboration: Work closely with other teams such as product and marketing to ensure alignment of digital initiatives with broader business goals.
- Customer Advocacy: Act as a digital voice for the customer, ensuring that feedback is gathered and shared with internal teams to improve the customer experience.
- Continuous Improvement: Track and report on the success of digital engagement strategies, using data to optimize and evolve processes. Develop new approaches for increasing customer satisfaction and loyalty through automated engagement.
- Reach KPIs: Delivery rates, open rates, and click-through rates for digital campaigns and in-app messaging.
- Effect KPIs: Net promoter score (NPS), customer satisfaction score (CSAT), and customer feedback.
- ROI KPIs: Churn rate, renewal rate, and time to first value (TTFV)
- 3-5 years of experience in a Customer Success, Digital Marketing, or Data-Driven role in a SaaS environment.
- Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
- Strong knowledge of tech touch models and experience implementing automated customer engagement strategies.
- Strong written communication skills to engage both technical and non-technical audiences.
- Experience working with digital engagement tools (e.g., Groove, Catalyst, and others)
- Analytical mindset with the ability to track, measure, and improve upon key metrics.
- Proven ability to collaborate across teams to drive cross-functional success.
- Project management experience with the ability to manage multiple tasks and priorities effectively.
- Passion for leveraging data and technology to improve the customer experience.
- Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms.
- Familiarity with network performance monitoring or SaaS-based infrastructure tools.
- Proficiency in analyzing customer data and identifying trends that drive successful digital campaigns.
משרות נוספות שיכולות לעניין אותך
