Global Customer Engagement Leader for Mobile Platforms

6 days ago

London, Greater London, United Kingdom App Samurai Inc Full time

We are seeking a highly experienced Global Customer Engagement Leader to join our team at App Samurai Inc. As the Director for Branded Content Video, you will be responsible for leading our customer engagement efforts and ensuring that our platform delivers the highest value to global brands and mobile application companies.

Job Description

This role involves creating content strategies and best practices based on business objectives, analyzing performance data to maximize value, and exploring the mobile marketing industry to generate new insights and inspirations for customers. You will also be responsible for fostering a culture of learning and innovation, encouraging a learning mindset, and empowering team members to experiment and take calculated risks.

As a key member of our team, you will work closely with global scale brands and app owners to ensure they get the best out of Storyly features. This includes creating content strategies, analyzing performance data, exploring the mobile marketing world, and targeting churn zero and maximum customer satisfaction.

The Storyly customer engagement team may carry out demos for global banks, work on content strategies with multi-country content platform apps, create case studies for e-commerce giants, or renew contracts with world's largest dating apps. Your role will be to lead this team and achieve relevant business performance requirements.

Responsibilities
  • Hire, nurture, and lead a successful customer engagement team across the world.
  • Set performance standards and guide team members for their best performance on the job.
  • Take full responsibility of 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 requirements.
  • Create custom slide decks to assist proof-of-concept efforts when necessary.
  • Follow up on customer activities through Storyly dashboard, proactively investigate whether they benefit from the product fully, and offer alternative use scenarios accordingly with 'churn zero' as the main KPI.
  • Be responsible for overall account management of Storyly customers, from follow-ups to custom problem solving, etc.
  • Analyze performance of Storyly through analytic tools of Storyly users (including but not limited to Google Analytics, Firebase, Mixed Panel, and Amplitude), and generate actionable insights to maximize benefit that users get from Storyly.
Requirements

To succeed in this role, you will need:

  • 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 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 other purposes.
  • 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.
Salary

Our salary range is around $120,000 - $180,000 per year, depending on your qualifications and experience.

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