職種概要
The Customer Success team is seeking a Digital Customer Success Manager (CSM) to support our customers throughout their lifecycle with our clients’ automation and digital journeys. The Digital CSM will work with Customer Success leadership to develop and implement a cohesive, strategic digital
approach to customer relationships and operations, ultimately leading to increased satisfaction and overall customer retention.
The Digital CSM is responsible for executing on the Digital customer journey, capturing, analyzing and actioning data, sharing feedback and identifying areas of opportunity for improvements to the customer journey. The Digital CSM will work to ensure positive engagement with our customer’s platform, and drive adoption and success outcomes, ultimately influencing retention, expansion, and advocacy.
必要条件
- Bachelor’s Degree and 3+ years’ experience in a customer success or customer support role
with proven operations or technical expertise. - Excellent communication (written and verbal).
- Passion for designing processes that scale.
- Ability to break down problems and think through optimal solutions.
- Strong listening skills; open to input from other team members and/or departments.
- Strong multi-tasking, organizational, and prioritization skills; high attention to detail.
- Ability to understand and articulate technical concepts and derive solutions across multiple
product lines. - Ability to quickly learn and perform in new software environments.
- Experience working with cross-functional teams (e.g. Sales, Product, Operations)
- Proficiency in Excel, MS Office and Salesforce.com.
- High degree of emotional intelligence and empathy.
- Strong understanding of corporate business world; prior experience in a SaaS preferred
- Customer-centric, can-do attitude with a strong sense of urgency and proactive approach to
anticipating and resolving issues.
職務内容
- Create and execute on the Digital Customer Journey to maximize Customer Success coverage
across full Motus account base. - Outline customer lifecycle by determining the timing and content of touchpoints along the
customer journey to drive adoption, customer satisfaction and retention. - Respond to customer outreach with a positive, customer-centric attitude.
- Provide education and coaching to drive product adoption and maximize product value for
customers. - Field customer inquiries and direct the resolution of any issues that arise, engaging the
appropriate internal teams (Product, Ops, Member Services, Customer Care, etc.) as necessary
to ensure proactive and timely resolution of client issues. - Employ a consultative approach in discussions with customers to understand their goals and
success measures. Establish a plan to ensure we are meeting the agreed upon goals using digital
engagement technologies. - Meet and exceed team and individual key performance indicators.
- Identify continuous improvements and enhancements within digital journey and create necessary
documentation. - Research and implement new digital engagement techniques, utilizing digital customer success
best practices. - Adhere to team process and identify/execute on team process improvements.
- Work closely with Customer Success leadership, Gainsight Administrator and Operations team
to assess effectiveness of new functionality and identify improvements. - Serve as a customer advocate while capturing customer feedback and reporting requests to
Product and Engineering. - Think creatively to solve customer problems.
- Identify ways to expand outreach to customers using automation (webinars, newsletters,
surveys, etc.). - Develop and share best practices with team members to continually improve the quality,
effectiveness, and efficiency of our processes. - Identify successful Digital campaigns and implement across high-touch Customer Success cohort,
including enablement of high-touch CSMs.
私たちが提供するもの
Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.
Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.
Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.
Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!
High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.
GlobalLogicについて
GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.
