Digital Customer Success Manager

2 weeks ago

Bengaluru, India Blue Yonder Full time
Overview

A Digital Customer Success Manager (DCSM) ensures customers and Blue Yonder get value from their partnership through tech-assisted 1: Many customer success engagements. As a Digital CSM, you will use analytics, automation, self-serve resources, and outbound channels to manage digital outreach and establish and maintain customer relationships digitally. These activities aim to drive up customer engagement with the Blue Yonder community, improve customer satisfaction while increasing the number of referenceable accounts, improve revenue retention, and find opportunities to increase Blue Yonder's overall revenue.

What You Will Do

Key responsibilities are to drive increased customer engagement with Blue Yonder, leading to increased ARR retention, more referenceable customers, and opportunities to expand the customer’s use of software solutions or services. A significant responsibility will be ensuring that applicable content is created to support these goals.

The primary activities to achieve this goal include:

  • Work with the cross-functional teams across Blue Yonder to draft, edit, and manage content creation

  • Foster a sense of community among customers by driving and facilitating digital forums, online user groups, and social media discussions.

  • Develop and implement a 1: Many interactions plan that drives value-added customer interactions. These interactions should include email campaigns, online community engagement, webinars, Case Studies, White Papers, etc.

  • Actively evaluate the success of previous customer interaction campaigns and determine if/what changes may increase the number and quality of interactions

  • Monitor and improve both customer health and their satisfaction with Blue Yonder. Provide actionable feedback to other functions within Blue Yonder as necessary.

  • Highlight the value of additional products or services that may align with customer needs

  • Being available up to 2 pm Eastern time to enable more effective collaboration

Skills and Qualifications:

  • Creativity in developing engaging digital content and resources.

  • A deep understanding of virtual engagement strategies and the ability to build meaningful relationships that drive customer success through digital means

  • Proficiency in digital communication tools like email, chat platforms, and video conferencing.

  • Excellent written and verbal communication skills for effective virtual interactions

  • Experience and comfort with hosting/facilitating group virtual sessions

  • Strong customer empathy and the ability to understand customer needs remotely.

  • Business process and industry understanding (will be specific to each hire).

  • Proven ability to work effectively as part of a global team.

  • Data-driven mindset to analyze digital engagement metrics and make informed decisions.

  • Time management skills to handle a high volume of digital interactions effectively.

  • Ability to adapt to changing digital technologies and customer preferences.



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