Eptura
Program Manager, Scaled Customer Success
Eptura, Atlanta, Georgia, United States, 30383
Who Are We
We’re Eptura ™ — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.
Role Overview
As the Program Manager, Scaled Customer Success, you will be responsible for the design, implementation, and ongoing enhancement of our many Customer Success initiatives. This role will report to the Manager of Scaled Customer Success and will partner closely with various teams such as Operations, Marketing, Support, Professional Services, and Product to identify key areas of focus and ensure alignment of all communication and adoption strategies cross departmentally.
Responsibilities
Collaborate with customer facing teams to understand customer behavior, trends, and feedback, and design many programs to improve user adoption and experience.Support the Customer Journey by implementing digital touchpoints to ensure a seamless customer experience.Monitor and report on the performance of existing many programs by leveraging engagement statistics, adoption, satisfaction, and retention.Maintain and enhance existing many programs through A/B testing and other enhancement strategies.Leverage customer health and usage data to inform digital strategies and make recommendations to better improve our customer data.Optimize our digital customer success tech stack (Planhat, Intercom) to scale our processes to better support customers at scale.About You
You have previous experience designing and building many digital customer success strategies that drive retention such as automated email touchpoints, in-product engagements, surveys, and webinars.A track record of moving an initiative from ideation to execution. You don’t just make suggestions for improvement, but you can build the project plan and ensure all stakeholders are held accountable to meeting deadlines to ensure delivery.You stay up to date on Scaled and Digital Customer Success industry trends.You are a customer-centric individual, obsessed with providing an excellent customer experience.You are comfortable with working with complex data and identifying patterns.Strong written and verbal communication skills.You welcome change in general, and new processes and tactics in particular.You enjoy continuous learning and seek to understand technology products from a user perspective.You have a good understanding and/or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight, etc.).You have a solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components).Benefits
Health, Dental, Vision & Pet Insurance
Dependent, Spousal and Domestic Partner coverage availableUp to $1000 Company HSA ContributionMedical, Dependent Care and Limited FSA Accounts
Income Protection and Replacement - 100% Company Paid
Short Term DisabilityLong Term DisabilityLife Insurance
Employee Assistance ProgramFlexible PTO401K with company matchEptura Information
Follow us on Twitter | LinkedIn | Facebook | YouTubeEptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.Apply Now#J-18808-Ljbffr
We’re Eptura ™ — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.
Role Overview
As the Program Manager, Scaled Customer Success, you will be responsible for the design, implementation, and ongoing enhancement of our many Customer Success initiatives. This role will report to the Manager of Scaled Customer Success and will partner closely with various teams such as Operations, Marketing, Support, Professional Services, and Product to identify key areas of focus and ensure alignment of all communication and adoption strategies cross departmentally.
Responsibilities
Collaborate with customer facing teams to understand customer behavior, trends, and feedback, and design many programs to improve user adoption and experience.Support the Customer Journey by implementing digital touchpoints to ensure a seamless customer experience.Monitor and report on the performance of existing many programs by leveraging engagement statistics, adoption, satisfaction, and retention.Maintain and enhance existing many programs through A/B testing and other enhancement strategies.Leverage customer health and usage data to inform digital strategies and make recommendations to better improve our customer data.Optimize our digital customer success tech stack (Planhat, Intercom) to scale our processes to better support customers at scale.About You
You have previous experience designing and building many digital customer success strategies that drive retention such as automated email touchpoints, in-product engagements, surveys, and webinars.A track record of moving an initiative from ideation to execution. You don’t just make suggestions for improvement, but you can build the project plan and ensure all stakeholders are held accountable to meeting deadlines to ensure delivery.You stay up to date on Scaled and Digital Customer Success industry trends.You are a customer-centric individual, obsessed with providing an excellent customer experience.You are comfortable with working with complex data and identifying patterns.Strong written and verbal communication skills.You welcome change in general, and new processes and tactics in particular.You enjoy continuous learning and seek to understand technology products from a user perspective.You have a good understanding and/or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight, etc.).You have a solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components).Benefits
Health, Dental, Vision & Pet Insurance
Dependent, Spousal and Domestic Partner coverage availableUp to $1000 Company HSA ContributionMedical, Dependent Care and Limited FSA Accounts
Income Protection and Replacement - 100% Company Paid
Short Term DisabilityLong Term DisabilityLife Insurance
Employee Assistance ProgramFlexible PTO401K with company matchEptura Information
Follow us on Twitter | LinkedIn | Facebook | YouTubeEptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.Apply Now#J-18808-Ljbffr