Digital Experience Lead

Summary

Join Updater's Customer Success and Training Team as a Digital Experience Manager and play a crucial role in shaping and enhancing digital customer journeys. You will own and innovate the digital customer journey, manage the Digital Adoption Platform (DAP), map and optimize digital experiences, conduct research to identify pain points, and drive customer success. Responsibilities include creating playbooks and content, collaborating with internal and external stakeholders, analyzing and optimizing the digital journey, and reporting on key performance indicators (KPIs). This role requires expertise in digital adoption technologies, technical skills, strong research and analysis capabilities, and exceptional communication and project management skills. Updater offers a competitive salary and a comprehensive benefits package.

Requirements

• Digital Adoption Expertise: Proficient in digital adoption technologies and tools (e.g., Pendo, Gainsight PX, WalkMe, Whatfix)
• Technical Skills: 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

Responsibilities

• 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

Preferred Qualifications

• Experience with SaaS platforms and global customer bases
• Quantitative analysis experience
• Previous experience leading cross-functional projects and managing digital adoption programs
• Experience with LLM
• Leveraging AI for Customer Success
• Experience with HTML, CSS, and JQuery

Benefits

• Medical, Dental, and Vision Insurance
• Unlimited PTO
• 13 paid company holidays annually
• Updater Stock Options
• 401(k)
• Commuter Benefits
• Personal Wellbeing Subsidy
• New Hire Subsidy
• One Medical Membership
• Short Term Disability Insurance
• Supplemental Life Insurance
• 12 weeks of Primary Caregiver Parental Leave