Digital Scale Specialist

1 week ago

Bengaluru, Karnataka, India Cisco Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About The Role

  • The Digital CSM is responsible for overseeing the entire customer lifecycle by leveraging technology, automation, and data to create a seamless experience across onboarding, adoption, and renewal phases
  • You will proactively engage with customers digitally, ensuring they receive value and meet their goals without the need for constant one-on-one communication
  • This role is key to scaling our customer success efforts and optimizing engagement while maintaining the human touch

What Youll Do

  • Digital Engagement Strategy: Develop and execute a proactive digital communication strategy for customer segments, focusing on volume accounts
  • Ensure each stage of the customer journey is optimized to drive engagement, adoption, and retention
  • Tech Touch Execution: Utilize automation platforms and email outreach to engage customers at critical moments, ensuring personalized experiences at scale.
  • Data-Driven Customer Success: Leverage key performance indicators to assess the effectiveness of touchpoints, such as delivery rates, open rates, and click-through rates. Analyze customer data to make recommendations to fine-tune digital touchpoints and increase engagement.
  • Monitor and Report on KPIs: Track and report on key performance indicators (KPIs) to senior leadership, providing regular updates on progress, identifying trends, and highlighting areas for improvement to ensure alignment with business goals.
  • Customer Journey Optimization: Continuously improve the digital customer journey by analyzing customer interactions, identifying pain points, and implementing automated solutions to streamline processes.
  • Collaboration: Work closely with other teams such as product and marketing to ensure alignment of digital initiatives with broader business goals.
  • Customer Advocacy: Act as a digital voice for the customer, ensuring that feedback is gathered and shared with internal teams to improve the customer experience.
  • Continuous Improvement: Track and report on the success of digital engagement strategies, using data to optimize and evolve processes. Develop new approaches for increasing customer satisfaction and loyalty through automated engagement.
  • Reach KPIs: Delivery rates, open rates, and click-through rates for digital campaigns and in-app messaging.
  • Effect KPIs: Net promoter score (NPS), customer satisfaction score (CSAT), and customer feedback.
  • ROI KPIs: Churn rate, renewal rate, and time to first value (TTFV)

Qualifications

  • 2+ years of experience in a Sales or Customer Success in a SaaS environment.
  • Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
  • Strong knowledge of tech touch models and experience implementing automated customer engagement strategies.
  • Strong written communication skills to engage both technical and non-technical audiences.
  • Experience working with digital engagement tools (e.g., Groove, Catalyst, and others)
  • Analytical mindset with the ability to track, measure, and improve upon key metrics.
  • Proven ability to collaborate across teams to drive cross-functional success.
  • Project management experience with the ability to manage multiple tasks and priorities effectively.
  • Passion for leveraging data and technology to improve the customer experience.
  • Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms.
  • Familiarity with network performance monitoring or SaaS-based infrastructure tools.
  • Proficiency in analyzing customer data and identifying trends that drive successful digital campaigns.

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