Note: The job is a remote job and is open to candidates in USA. Software Guidance & Assistance, Inc. (SGA, Inc.) is searching for a Digital Experience Customer Success Manager for a contract assignment with one of their premier SaaS clients in a remote role. The role involves planning and executing digital events for customers, creating engaging content, and ensuring a high-quality customer experience while acting as the voice of the customer internally.
Responsibilities
- Work collaboratively across a mixed specialty team to plan and execute Digital Events for 300+ customers centered around driving Adoption and Value
- Network within the ecosystem to build cross-functional relationships to stay ahead of the curve on solution expertise, identifying guest speakers for events and speak confidently to solution knowledge
- Create and post digital content for use at scale by both Customers and internal stakeholders that fosters community and encourages peer learning
- Deliver an exceptional customer experience through scaled, digital events by orchestrating the right internal speakers, creating engaging supporting content, and employing an entertaining presentation style
- Act as the voice of the customer internally – sharing process improvements and product feedback into the internal ecosystem
- Shared management of an external inbox, facilitating conversations with customers over email, event follow-up, and promotions
- Report internally on event metrics, tying program performance to business strategy and creating value for customers within a given Solution or Solution Group
Skills
- 2-4 years meaningful work experience in a strategic customer success role or related field
- A proactive, customer-facing mindset with a passion for driving customer success at scale
- Strong communication and interpersonal skills, with the ability to clearly articulate value to diverse audiences – from practitioner to executive decision maker
- Ability to prioritize, multi-task, and perform in a fast-paced environment
- Exceptional storytelling, organizational and presentation skills, both verbal and written; ability to engage a large audience in a compelling and authentic way
- Education: Bachelor's Degree or equivalent work experience
- Experience planning and promoting digital events for Customers at Scale
- Deep knowledge of Adobe software in digital marketing and/or digital media space, especially Adobe Experience Manager (AEM) and Adobe Journey Optimizer (B2B)
- Adobe Certifications highly preferred
- Proven experience presenting virtually to an audience of 300+
- Comfortability using Microsoft Teams to conduct Webinars
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