Senior Director, Digital Customer Engagement

Description

As Articulate’s Sr Director of Digital Customer Engagement, you will be responsible for building and executing the technology-assisted strategy for customer motions across the post-sales journey from onboarding through expansion and renewal. This Sr. Director will create a cohesive workflow across Articulate’s digital platforms including customer success, community and marketing automation.

What You'll Do:

Increase customer engagement, adoption and retention rates through innovative programs and strategies

Hire, coach and lead a team of high-performing account managers and digital engagement specialists

Build scale programs that span 1:many, 1:few, and digital-led motions supporting multiple customer segments

Ensure digital programs align with the overall business strategy by mapping desired outcomes to business metrics

Develop and build a digital customer retention strategy that centers Articulate's 1.4M member Community to support long term loyalty and uncover expansion

Engage regularly with the Articulate community and the broader L&D community via posts, webinars, event participation and more.

Collaborate with cross functional partners across revenue, enablement, operations and engineering to drive customer retention and expansion

Build adoption heat maps to determine adoption health in existing customer base

Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals.

Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly

Serve as an escalation point for complex customer issues

Partner with VP of Customer Success to refine processes, systems, and resources to deliver value to our customers, the team and the business.

Support VP in special projects, as assigned

What You Should Have:

8-12 years of experience in sales, customer success, customer training, or account management in a fast-growing SaaS environment

Prior experience of managing offshore and onshore teams

Prior experience with Articulate products, specifically Storyline and Rise

Demonstrated ability to navigate complicated processes and integrate multiple technologies into a cohesive solution

Ability to successfully build cross-functional partnerships to deliver on business goals

Strong understanding of customer success industry and trends alongside learning and development industry and trends

Proven track record of success in identifying customer needs and implementing solutions in a SaaS environment

Experience utilizing metrics to make data-driven decisions

High level of business acumen and ability to communicate effectively with internal stakeholders

Ability to influence cross-functional leaders through gaining buy-in, negotiation, and consensus-building

History of improving processes, methodologies or programs that improve team & business performance

Excellent organization, project management and time management skills

Experience with customer success, account management, community, CRM, BI and marketing technology such as Salesforce, Gainsight, Looker, Marketo