Digital Engagement Manager

Summary

Join Tanium's Customer Experience Operations team as a Digital Engagement Manager and play a crucial role in our scaled customer success model. Collaborate with various teams to ensure a seamless customer journey and align customer success goals with OKRs. Develop and implement scaled engagement strategies to reach more customers and gather feedback. Utilize data to identify at-risk renewals and upsell opportunities. You will determine the timing and content of customer touchpoints, coordinate communications, and measure the success of digital engagement programs. Continuously iterate on content based on data analysis to improve customer experience and effectiveness.

Requirements

• Bachelor’s degree or relevant equivalent experience
• Proven experience in scaled Customer Success, Account Management, Marketing, or a similar role
• Proficient in using Salesforce, Gainsight (or other customer success platforms), customer engagement tools, and digital communication platforms
• Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)
• Strong project management skills, with the ability to multitask and prioritize in a fast-paced environment
• Self-motivated, detail-oriented, and able to work independently and in a collaborative team
• Project management mindset and experienced with cross-functional collaboration
• Tech savvy with strong data evaluation skills
• An understanding of and strong alignment with our core values

Responsibilities

• Determine the timing and content of touch points for customers along the customer journey, to drive optimal adoption and net promoter score
• Coordinate scaled (one to many) communications to synchronize customer outreach with other Tanium team members
• Work closely with Customer Experience Operations to develop, deliver, and measure the success of digital engagement programs based on available insights and product analytics triggers
• Provide regular updates on the efficacy of the onboarding and digital enablement programs, recommending and leading changes in partnership with Customer Org management
• Iterate on content flows based on increasingly available product analytics data, continuing to improve the customer experience and the effectiveness of the digital enablement
• Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touchpoints from other Tanium teams like Sales and Marketing
• Document all processes in SharePoint and update as needed

Benefits

• Medical, dental and vision plan
• Family planning benefits
• Health savings account
• Flexible spending account
• Transportation savings account
• 401(k) retirement savings plan with company match
• Life, accident and disability coverage
• Business travel accident insurance
• Employee assistance programs
• Disability insurance
• Other well-being benefits
• Equity awards
• 5 days set aside as volunteer time off (VTO)