Customer Experience Strategist, EMEA

3 weeks ago

London, Greater London, United Kingdom Iterable Full time

About Us:

Iterable is a cutting-edge customer communication platform that empowers leading brands to deliver exceptional experiences at scale.

We've achieved significant milestones, surpassing $100M in ARR and securing over $340M from top-tier investors like Index Ventures, Viking, and CRV. Our platform has become the go-to solution for hundreds of companies, including Priceline, Dotdash Meredith, and Care.com, which leverage our technology to captivate their millions of users worldwide.

Our Mission:

We're on a mission to help brands unlock growth in the digital era by enabling joyful customer experiences through individualized communications based on real-time behavioral data, harmonized cross-channel communications, and dynamic ways-on journeys that adapt to customer signals.

As a Customer Experience Strategist, you'll be part of our Professional Services team, working closely with customers to deliver successful implementations of our platform.

Your Responsibilities:

  1. Build Relationships: Learn about partners' challenges and develop strategic solutions to drive success.
  2. Lead Implementations: Guide customers through seamless onboarding processes, configuring our platform to meet their needs.
  3. Configure & Onboard: Set up template and campaign configurations, technical integrations, A/B testing, reporting, and regular onboarding meetings.
  4. Create Custom Content: Develop customer-facing materials like presentations, project plans, data schemas, migration guides, and long-term success plans.
  5. Manage Multiple Projects: Balance multiple implementation projects simultaneously, ensuring timely completion and staying within budget.
  6. Support Sales: Collaborate with the Sales team on pre-sale scoping, planning, RFP responses, and presenting our process.
  7. Innovate Operations: Contribute to improvements in our operations, tools, team structure, and service offerings.
  8. Drive OKRs: Participate in initiatives to support the achievement of our Key Performance Indicators (OKRs).

About You:

  • Customer-Facing Experience: Proven track record of working with business and technical stakeholders.
  • Marketing or Growth Ops Background: Experience in marketing, growth operations, email marketing, mobile marketing, or similar marketing automation CRM platforms.
  • Requirements Gathering: Skill in gathering requirements and facilitating system integrations for customers of all sizes.
  • Multitasking Expertise: Ability to work on multiple implementation projects while meeting customer demands.
  • Technical Skills: Proficiency in Google Enterprise Suite and project management tools like SmartSheet or Kantata.
  • Exceptional Organizational Skills: Demonstrated ability to prioritize workload and manage multiple projects concurrently.
  • Servant Leadership: Motivated to coach others and continuously learn.

Bonus Points:

  • Language Proficiency: Fluent or proficient in French, German, or Spanish.
  • Consulting or Customer Success Experience: Previous experience in consulting or customer success roles.
  • Tech Savviness: Understanding of markup and template languages (HTML, CSS, Handlebars, Liquid, Velocity), web and API development (JavaScript, JSON) or mobile development.

Perks & Benefits:

  • Competitive Salary & Equity: Attractive compensation package, including meaningful equity and pension benefits.
  • Comprehensive Private Medical Insurance: Comprehensive health insurance coverage.
  • Flexible Work Arrangements: Flexible PTO, remote work options, and a healthy work-life balance.
  • Employee Wellness Program: Monthly Employee Wellness allowance and opportunities for professional development.

Diversity, Equity, and Inclusion:

Iterable is an Equal Employment Opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and perspectives and strive to create an environment where everyone feels valued and empowered to succeed.

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