Client Experience Specialist providing exceptional operational support for Fidelity's critical clients. Bilingual position requiring expertise in mutual funds and customer relations.
About the role
- Associate Digital Customer Success Manager developing and implementing customer success strategies at Thomson Reuters. Leveraging digital platforms and tools to drive customer satisfaction and adoption across the post sales journey.
Responsibilities
- Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions.
- Create automated and innovative nurture campaigns that drive the right messages to the right customers at the right time through channels including email, in-app, community and customer facing teams).
- Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the programs you build.
- Experiment with and leverage tools including AI, automation, customer insights, data, and content to improve customer outcomes and drive innovation.
- Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams including Customer Success, Marketing, Sales and Product teams.
- Monitor customer usage data to identify potential risks and proactively intervene.
- Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, webinars or other available methods for customer reach.
- Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs.
- Identify gaps and suggest new content as needed and provide feedback on existing content to support customer self-service and learning.
- Track and optimise channel performance, engagement, and campaign effectiveness using analytics and reporting tools.
Requirements
- 2–4 years’ experience on a GTM or Customer Marketing, Digital Customer Success or Product Led Growth team in B2B SaaS
- Additional experience with digital customer success strongly preferred.
- Experience using tools that manage customer communications at scale including email automation tools, in-product messaging, or other customer success tools.
- Experience with Salesforce, Gainsight Journey Orchestrator, Eloqua, Microsoft 365 and Pendo strongly preferred.
- Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention.
- Basic graphic design experience and familiarity with AI tools and prompts.
- Data-driven approach to problem-solving and strong analytical skills.
- Comfortable with data and analytics tools like Excel, Power BI, Tableau a plus.
- Strong communication skills and the ability to evangelise your programs.
- Project management skills: ability to manage multiple projects, prioritise tasks, and meet deadlines.
- Curiosity, creativity, and the desire to experiment.
Benefits
- Health insurance
- Retirement savings
- Tuition reimbursement
- Paid time off
- Employee incentive programs
- Access to Employee Assistance Program
- Flexible vacation
- Two company-wide Mental Health Days off
- Access to the Headspace app
- Fitness reimbursement
- Adoption & Surrogacy Assistance
- Access to 529 Plan
- Commuter benefits
- Employee Stock Purchase Plan
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