
Customer Success Strategist and Content Expert
1 week ago
As a Customer Success Strategist and Content Expert, you will be responsible for developing and managing a comprehensive library of customer success content. This includes creating engaging and informative content that reflects the customer journey, ensuring alignment with the CX strategies designed by the CX design team.
Key Responsibilities:
1. Develop and manage a comprehensive library of customer success content, including onboarding materials, training guides, FAQs, and best practice resources tailored to various customer segments.
2. Create detailed playbooks that outline the steps for implementing the CX journey, ensuring clarity and consistency in execution across teams.
3. Lead the development of new initiatives aimed at improving customer engagement and satisfaction, leveraging insights from customer feedback and industry best practices.
Required Skills and Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent work experience).
- 3-5 years of experience in customer success, content management, customer operations, or similar roles.
- Strong understanding of customer success tools and platforms, as well as customer excellence requirements and processes.
- Excellent writing, editing, and communication skills.
- Proven ability to work collaboratively in a team environment and manage multiple projects simultaneously.
- Experience in training and supporting team members on technology usage.
- Strong project management and organizational skills.
- Ability to coordinate cross-functional teams and ensure alignment across multiple departments.
- Proficiency in customer success tools and Microsoft Office Suite.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
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