Program Manager - Digital Customer Success

At Algolia, Customer Success operates with both high-touch and scale in mind as we ensure our customers have the best experience and realize the highest value. The Program Manager - Digital Customer Success is a critical role as we continue to scale our digital tech touch strategy, looking at increased automation, enablement and value drivers for our customers.

As a Program Manager - Digital Customer Success, your job will require knowledge of Algolia’s suite of products, customer life cycle and maturity framework, working in partnership with Customer Success Managers, Solution Architects, Marketing and Operations teams to develop, test and deploy outreach based on data drivers, enabling a great customer experience and increased value realization.

YOUR ROLE WILL CONSIST OF:

• Drive the onboarding, adoption, retention and overall success of our customers via digital programs
• Innovate, develop, test and deploy outreach based on data signals, customer segmentation, and collaborations across teams at Algolia
• Responsible for managing existing Tech Touch outreaches, timing, cadence and content
• Work with all groups across Customer Success to identify areas for new campaigns both for feature adoption and seasonal / customer events
• Understand where / how we can provide added value with outreaches to Customer
• Scaling already existing Tech Touch programs to increase scope and outreach
• Define clear CTA’s (Call To Actions) for teams to drive human follow-up based on responses from digital programs
• Close collaboration with with Customer Marketing to ensure alignment on outreach
• Understand any trends in feature adoption which can be highlighted / taken advantage of by incorporating this into a campaign
• Support and potentially conduct product trainings in collaboration with Algolia Academy & Education team
• Maximize the adoption of our product features through our customer base in order to maximize the value driven by our product
• Using data trends Identify accounts that are at risk or have deployment challenges and work proactively to build programs to eliminate that risk
• Leveraging and understanding data to provide data driven mapping of the customer journey
• Assist in the creation of dashboards to measure impact/effectiveness of digital programs
• Identify opportunities to expand our partnership with customers through increased engagement

YOU MIGHT BE A FIT IF YOU HAVE:

• 3 - 4 years relevant work experience in customer success, account management, digital consultancy/outreach or project management, preferably in a SaaS business
• Understanding of Search and AI technologies and their applications in enterprise settings
• Ability to set priorities, drive decisions and get closure on recommendations and issues
• Ability to influence others towards continuous improvement, both internally and externally
• Experience successfully managing customer engagements to completion and customer satisfaction
• Thrive in a fast-paced and dynamic environment with exceptional attention to detail
• Excellent presentation, written and verbal communication skills
• Proven time management skills with the ability to prioritize tasks
• Experience scaling outreach campaigns from small cohort to large
• Algolia, Gainsight & ThoughtSpot Experience a benefit

WE'RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
• TRUST - Willingness to trust our co-workers and to take ownership.
• CANDOR - Ability to receive and give constructive feedback.
• CARE - Genuine care about other team members, our clients and the decisions we make in the company.
• HUMILITY - Aptitude for learning from others, putting ego aside.