Remote Program Manager, Digital Customer Success

Summary

Join Algolia as a Program Manager - Digital Customer Success to drive customer onboarding, adoption, retention, and success via digital programs, innovate outreach strategies, and collaborate with cross-functional teams.

Requirements

• 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

Responsibilities

• 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

Benefits

• Algolia, Gainsight & ThoughtSpot Experience a benefit
• Remote US: Base Salary Pay Range $101,500 — $146,000 USD