BlueCat is hiring a
CS Ops, CX Lead

Summary

BlueCat is a technology company that provides secure, centralized network infrastructure to some of the world's biggest brands. The Customer Success Operations team is responsible for outstanding customer experiences and is seeking a CX Lead to bring the voice of the customer to all areas of the business. The CX Lead will drive campaign management, content creation, document template creation, marketing/CS liaison, VoC consolidation, process improvement, and knowledge article contributions.

Requirements

• Degree in marketing, business, communications, or equivalent
• Minimum 3-5 years experience in a Customer Success role with direct impact on customer experience initiatives
• Prior work experience within a fast-paced technology company
• Understanding of Project Management practices
• Strong team player who demonstrates a high level of initiative and attention to detail
• Advanced proficiency in Salesforce
• Experience with Pardot and Gainsight would be an asset

Responsibilities

• Drive campaign management end to end, such as the Feature of the Month series
• CS at scale: email/campaign coordination and management (welcome emails, 1:many CS webinars, video content oversight)
• Content creation: monthly/quarterly CS slides and talking points to add to regular cadence
• Document template creation and/or updates for recurring activities across CS (ERSs, CS on boarding, ES/PS kick offs, CSM adoption/usage, business reviews) - centralized in a repository accessible to all (Confluence)
• Marketing/CS liaison: distribution list requirements, monthly newsletter content, event awareness and promotion guidance, white paper/PR/case study/success story collection and draft, internal CS representation on cross functional calls - Cats Council
• Voice of Customer (VoC): consolidation and distribution of cross functional feedback from NPS survey interviews - monthly report prepared. Taking feedback beyond NPS score to actionable feedback to larger organization
• Create and maintain post sales lifecycle mapping (Confluence) and link to relevant content (templates, reports, etc)
• CX lens on process - once process identified and mapped, input to where we might consider impact to customer vs BlueCat. Cross reference BlueCat process with customer journey to inspect pain points/areas for improvement
• Knowledge article contributions: working with CS teams to identify broader topics where knowledge articles would benefit (not linked to specific case or issue)
• Leverage care portal usage data to refine content review strategy and update process (i.e. most viewed, most downvotes, search strings to content match)
• Community of the future: work in partnership with Anna/SFDC/NVIP team to coordinate and contribute to community improvements (i.e. additional design efforts, content ,customer event calendar, BlueCat CS best practice blogs, UX/CX projects)

Benefits

• A Professional Development Budget
• Dedicated Wellness Days and Week
• A Lifestyle Spending Account
• An Employee Recognition Program