Customer Adoption and Engagement Lead /Sr Manager
- Icertis
- 3 - 6 years
- Pune
- 9 months ago
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Job Description
- Design, execute and manage one-to-many adoption campaigns
- Create and leverage data-driven insights to identify and segment customers with adoption and usage challenges.
- Leverage data to identify relevant and high-impact campaign topics that align with customer needs and adoption goals.
- Collaborate with subject matter experts to create and curate impactful, scalable adoption messaging and content.
- Design campaign flows for the delivery of content via one-to-many channels such as webinars, email campaigns, and office hours.
- Partner with Marketing to align on content and campaign execution.
- Promote campaigns internally, ensuring customer-facing teams are aligned and promoting the campaigns with their customers.
- Monitor customer engagement levels and measure the overall effectiveness of adoption campaigns.
- Identify engagement opportunities for Customer Experience Managers
- Define data-based criteria to identify and segment customers where proactive engagement is needed.
- Using Gainsight, Salesforce, Power BI and other tools, alert key Icertis stakeholders (Customer Success Managers, Account Managers, etc.) when one-to-one engagement is needed.
- Provide actionable insights, recommended engagement activities, and relevant analytics to Icertis stakeholders.
- Ensure the timely completion of engagement activities by Icertis stakeholders and measure the overall effectiveness of those activities.
- Manage content and resources for customer adoption engagements
- Collaborate with subject matter experts to develop and curate an on-demand repository of relevant content, templates, and assets for customer adoption engagements.
- Maintain and update the repository to ensure internal stakeholders have access to the latest resources to support customer adoption efforts.
- Measure and optimize the impact of the Customer Experience and Success team
- Continuously track, measure, and analyze data to demonstrate the impact of our programs and engagements.
- Fine-tune existing processes and experiment with new approaches to enhance the customer journey and adoption rates.
- Contribute to continuous improvement initiatives and pilot new programs to optimize adoption and customer engagement through digital channels.
- Utilize Gainsight, Salesforce, Power BI, Excel, and other tools to implement programs, monitor program outcomes, and monitor customer health.
- 3+ years of experience in Customer Success, Marketing, or Operations, with a focus on one-to-many engagements, adoption at scale and data-driven strategies.
- Strong analytical skills with the ability to interpret customer data and deliver insights that influence stakeholder decision-making.
- Excellent communication skills (both verbal and written), with a strong ability to articulate strategies and plans.
- Experience with tools such as Gainsight, Salesforce, Power BI, Excel, or other customer engagement platforms.
- Demonstrated experience in leading one-to-many customer meetings, training sessions, and monitoring user engagement at scale.
- Proven project management skills, with the ability to manage multiple initiatives concurrently and deliver results.
- Bachelor s degree or equivalent experience with a customer-centric mindset.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Sales & Business DevelopmentRole Category: Sales Support & OperationsRole: Customer EngagementEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Product management Analytical power bi Customer experience Management Continuous improvement Customer engagement Analytics Salesforce
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