Program Manager, Algolia
Digital Customer Success
$101.5-146k
Site search and discovery powered by AI
Be an early applicant
Site search and discovery powered by AI
501-1000 employees
Be an early applicant
$101.5-146k
501-1000 employees
Company mission
Algolia's mission is to change the way people interact with data.
Role
Who you are
- 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
What the job involves
- The Program Manager - Digital Customer Success is a critical role as we continue to scale our digital tech touch strategy, looking at increased automation, enablement and value drivers for our customers
- As a Program Manager - Digital Customer Success, your job will require knowledge of Algolia’s suite of products, customer life cycle and maturity framework, working in partnership with Customer Success Managers, Solution Architects, Marketing and Operations teams to develop, test and deploy outreach based on data drivers, enabling a great customer experience and increased value realization
- 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
Our take
While in-site searching has been available for some time from web search servers such as Google and Bing, its functionality is limited due to it relying on general web scraping techniques which can miss relevant information. By contrast Algolia indexes only the company's site, allowing its search to serve accurate results extremely swiftly, which helps to drive sales conversions aside from making sites far more usable. The efficacy of this solution can be seen from its customer base of over 10,000 companies including the likes of Slack, Zendesk and Lacoste.
To diversify and increase the product range, Algolia have expanded into other real-time APIs such as product recommendations available for eCommerce websites. With the company performing extremely well over the last few years, Algolia have recruited key senior executives to futher its growth. As the company continues to scale it seems likely that an IPO is not too distant a prospect.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
33% female employees
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2021
$150m
SERIES D
Oct 2019
$110m
SERIES C
Total funding: $334m
Company benefits
- Health Insurance
- Mental Health Care
- Accidental Death & Dismemberment Insurance
- Dental Insurance
- Disability Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Life Insurance
Company values
- Grit - We thrive outside of our comfort zone, pushing ourselves to go ever further. We think long-term and constantly strive to be better, even if things don't always go as expected
- Trust - We trust each other just as we trust our users. We earn that trust by listening to each other, following through with our commitments and keeping our words
- Care - We want the best for our customers, community & colleagues. We go above and beyond to make sure they are happy
- Candor - We are open and honest. We give each other praise and criticism because we want to challenge each other and help one another grow
- Humility - We want our teammates to succeed as much as we do ourselves. We believe each team member is as important as the other and we approach each new challenge knowing that we may not have all the answer
Company HQ
Barron Park, Palo Alto, CA
Articles
Leadership
Bernadette Nixon
(CEO, not founder)Was previously CEO of Alfresco. Before that, was CRO at SDL and SVP & GM for OpenText
People progressing
Joined as an Account Executive. Promoted to Senior Account Executive after 1 year. They have been promoted to Director of Sales, Northern Europe.
Joined as an Enterprise Account Executive. Promoted to Director of Enterprise Sales after 2 years. Then promoted again to Head of Sales after 1 year. They are currently the Vice President of Sales for EMEA & APAC regions.
Share this job
View 40 more jobs at Algolia