VP of Digital Customer Engagement
1 day ago
The VP of Digital Customer Engagement will be responsible for driving customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle. This leader will work cross-functionally with Customer Success, Product, Sales, and Marketing to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey.
Key Responsibilities:
- Develop and implement customer onboarding processes that ensure seamless integration with our digital platforms.
- Lead cross-functional teams to drive alignment on customer-facing initiatives and develop effective GTM motions.
- Collaborate with the product team to design and implement intuitive digital interfaces that streamline traditional CSM workflows.
- Analyze KPIs related to customer onboarding, success, and support to inform data-driven decisions.
Required Skills and Qualifications:
- Proven leadership experience in Customer Success, Operations, or similar roles, with a focus on onboarding and enablement in SaaS or technology-driven environments.
- Strong track record of improving customer onboarding processes and driving self-service enablement across various customer segments.
- Experience working with cross-functional teams to drive alignment on customer-facing initiatives, especially in GTM strategy development and execution.
- Deep understanding of customer support systems, including the optimization and management of platforms like Zendesk.
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