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Director of Customer Engagement

4 months ago

London, United Kingdom App Samurai Inc Full time

Storyly is the only user engagement platform that brings stories to your mobile app. You can integrate into your app easily, create stories for your users, and track results. With native SDKs and dedicated dashboards, Storyly opens up limitless engagement, conversion boost, and monetization possibilities for apps. Apps that integrate with Storyly have proven to amplify the mobile experience that leading to more engaged users with higher retention and monetization.

As the leader of the customer engagement team, this role is responsible for the global customer satisfaction metrics and ensures global brands and mobile application companies create the highest value with our platform.

This involves creating content strategies or best practices based on their business objectives, analyzing the performance of their content on Storyly to maximize their value, exploring the mobile marketing industry to generate new insights and inspirations for the customers and, targeting maximum customer retention and customer satisfaction.

The role fosters a culture of learning and innovation, encourages a learning mindset, embraces new ideas, and empowers team members to experiment and take calculated risks. They should also reward data-driven, creative thinking that leads to improved customer experiences.

On a daily basis, you’ll be working with global scale brands, app owners, to make sure they get the best out of Storyly features. This involves, creating content strategies or best practices based on their goals & objectives, analyzing the performance of their content on Storyly to maximize the value, exploring the mobile marketing world to generate new insights and inspirations for the customers, eventually targeting churn zero and maximum customer satisfaction.

Within one day, the Storyly customer engagement team may carry out a demo for a global bank, work on the content strategy with a multi-country content platform app, create a case study out of the conversion-boosting impacts of Storyly for an e-commerce giant, or renew the contract of a world’s largest dating app by showing them why Storyly is indispensable for their success.

What You Do
  • Hire, nurture and, lead a successful customer engagement team across the world
  • Set the performance standards and guide the team members for their best performance on the job
  • Take full responsibility of the customer experience and achieve relevant business performance requirements
  • Help app developers make the most out of Storyly by onboarding and supporting them with integrations and optimizing their performance with interaction reports
  • Design and present custom product demonstrations based on the requirements
  • Create custom slide decks to assist proof-of-concept efforts when necessary
  • Follow up on the activities of the customers through Storyly dashboard, proactively investigate whether they benefit from the product fully, and offer them alternative use scenarios accordingly with “churn zero” as the main KPI
  • Be responsible for the overall account management of Storyly customers, from follow-ups to custom problem solving, etc.
  • Be responsible for following up on the sign-ups of Storyly to proactively engage them with the product.
  • Be an active crawler for and creator of alternative best-practices of Storyly features for current, and potential customers for inspiration.
  • Actively track & respond to questions and requests coming through the Intercom. Be able to identify the problem category and to whom to direct it within the team (whether it’s a bug fix, or a product feature request, etc.)
  • Analyze the performance of Storyly, through the analytic tools of the Storyly users (including but not limited to Google Analytics, Firebase, Mixed Panel, and Amplitude), and generate actionable insights to maximize the benefit that users get from Storyly.
Qualifications
  • Proven experience in developing and executing a global customer engagement strategy that covers customer retention, positive NRR, and managing a global team
  • Practical experience with implementing a customer success automation from scratch
  • Hands on experience in designing customer engagement roadmaps and onsite customer training sessions
  • Proficiency in pre-sales processes with enterprise level product implementation projects
  • Proven experience with designing product onboarding workflows that cover sales, product, and customer teams
  • Comfortable with customized product demonstration of SaaS tools based on essential requirements and product features
  • Demonstrated experience with designing, creating, publishing short-form videos for training, product marketing, or
  • 5+ years of experience at startups or scale-up companies as a customer success manager in a leadership capacity
  • 3+ years of leadership experience at mobile customer engagement platforms
  • 3+ years of experience with managing an international customer engagement team serving multiple countries
  • 2+ years of demonstrable record of establishing product and customer success credibility on third-party review platforms
  • 2+ years of experience using business and analytics tools such as Salesforce CRM, Custify, Intercom, and Quicksight
  • Previous experience at a market research, retail or e-commerce company is a big plus
  • Hands on experience as a part of a product management team is big plus
  • Excellent communication skills with native level or equivalent in Turkish, English, additional knowledge of other European languages is preferred
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