Digital Onboarding Lead, Updater

• Digital Adoption Expertise: Proficient in digital adoption technologies and tools (e.g., Pendo, Gainsight PX, WalkMe, Whatfix)
• Technical Skills: Experience with HTML, CSS, and JQuery is a plus. Proficiency in MS Word, Excel, and PowerPoint is required
• Research and Analysis: Strong background in customer journey mapping, qualitative and quantitative research, and data-driven decision-making
• Communication Skills: Exceptional written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences
• Project Management: Proven ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment
• Customer-Centric: Deep understanding of human-centered design principles and customer experience frameworks

Desirable

• We’re on the lookout for a dynamic and experienced Digital Experience Manager to join our Customer Success and Training Team
• In this role, you’ll play a crucial part in shaping and enhancing our digital customer journeys, driving adoption, and optimizing our Digital Adoption Platform (DAP)
• Own and Innovate the Digital Customer Journey: Lead the design, development, and execution of an end-to-end digital customer journey that emphasizes automation and seamless onboarding
• Manage the DAP: Take ownership of the Digital Adoption Platform, ensuring it’s effectively maintained and continuously improved
• Map and Optimize Digital Experiences: Develop comprehensive digital experience maps for post-sales journeys. Document and analyze key touchpoints across various personas to enhance the customer experience
• Conduct Research: Validate digital journeys through both qualitative and quantitative research, identifying and addressing pain points
• Drive Customer Success: Investigate and resolve issues for customers who are not engaging in high-value journeys, and create initiatives to re-engage them effectively
• Create Playbooks and Content: Develop standardized playbooks, automated emails, and other digital interventions to support various stages of the customer journey
• Collaborate and Build: Work closely with internal teams (Product SMEs, Training, Support) and external stakeholders to build, test, and refine the DAP
• Analyze and Optimize: Use data to discover opportunities for improving the digital customer journey and implementing changes that reduce friction and enhance information accessibility
• Report and Measure: Enable effective reporting and data distribution, and measure the impact of digital solutions against defined KPIs to ensure ROI

• This posting is anticipated to remain open until September 30th, 2024