Digital Success at Scale Program Manager

As a Digital Success at Scale Lifecycle Program Manager, you will be instrumental in designing and executing digital programs that support our customers throughout their journey. Your focus will be on creating scalable strategies that enhance customer onboarding, adoption, and retention, leveraging digital tools and data-driven insights, to ensure our customers achieve their desired outcomes.This is a great opportunity for someone with a passion for customer success who has a track record of finding creative solutions to unique problems, who thrives in challenging situations, wants to take ownership of a growing and impactful initiative on a high-performing team, and wants to apply these skills to help our customers succeed.Key ResponsibilitiesDevelop and Implement Digital Customer Programs: Design multichannel digital initiatives (e.g., email campaigns, webinars, in-app messaging, online communities) to facilitate customer onboarding and product adoption.Customer Journey Mapping: Analyze and map customer journeys to identify opportunities for digital engagement that drive value realization and customer satisfaction.Cross-Functional Collaboration: Work closely across multiple teams in Customer Success, Product, Services, Support, Marketing and Sales to ensure cohesive and effective customer communication strategies.Data Analysis and Reporting: Utilize analytics tools to monitor customer engagement, program effectiveness, and identify areas for improvement. Provide regular reports to stakeholders.Content Development: Create and curate digital content, including tutorials, FAQs, and success stories, to support customer self-service and education.Process Optimization: Continuously assess and refine digital customer success processes to enhance efficiency and scalability.#LI-JA1