Digital Customer Journey ManagerRemote - US
Join us to transform the way people work, everywhere. Our products are the global standard for process intelligence and automation at more than 10,000 organizations across 90 countries. You’ll help customers accelerate their digital transformation, bringing them a quicker, easier, better way to work.
About the Role:
The Digital Customer Journey Manager role is an important role in helping scale out our digital engagement with all Nintex customers as they look to gain maximum value from their investment in the Nintex Process Platform. This role will be directly responsible for defining, implementing, and measuring the impact of the digital customer success efforts aligned to the customer journey, including guiding customers from onboarding to renewals and expansion. These efforts will leverage our self-service platforms, including Nintex Customer Central/My Nintex, Nintex University, Nintex Community, and the backend customer data to ensure customers are presented with relevant guidance and recommendations.
You’ll partner with the Customer Success Managers to identify opportunities on the customer journey to automate and scale to all customers. In addition, you’ll build strong relationships with Sales, Marketing, and Operations teams to ensure we have the right data and automation to scale our customer experience.
Your contribution will be:
Define, implement, and measure the performance of scalable and digital customer engagements that drive product(s) adoption, leading to customer retention and upsell/cross-sell opportunities for the Sales teams.
Identify customer journeys and create scalable and automated activities and actions that help customers accelerate the adoption of the Nintex Process Platform and help customers maximize the value from their investment. These efforts will include trigger-based nurture programs that provide personalized guidance for each customer, based on the data and insights we have for each account.
Work with customers to gather feedback to help optimize their Nintex journey.
Identify moments of truth in the customer’s journey and the key elements that help or hinder their ability to quickly develop and deploy solutions on the Nintex Process Platform.
Measure customer satisfaction, sentiment, and NPS at key moments of truth throughout the customer journey.
Define, measure, and communicate the value of Nintex to customers at strategic moments on the customer journey.
Collaborate cross-functionally to ensure the customer efforts work in conjunction with other customer initiatives being executed by the Marketing and Sales teams.
Report monthly on the effectiveness of the automated activities and provide prioritized recommendations on program enhancements.
To be successful we think you need:
3+ years’ experience designing and implementing digital customer success activities and actions at scale, with a focus on product adoption
Success in building scalable Customer Success processes & playbooks across the customer journey & lifecycle
Experience in developing initiatives to nurture customers & drive adoption at scale
Experience with tools like Gainsight and Intercom to interact with customers at scale
Bias for action - move quickly and navigate around blockers
Ability to gather meaningful feedback and adapt quickly
Highly analytical and data-driven
How we operate:
Our day-to-day is guided by three core tenets that help us work collaboratively, effectively, and respectfully in a way that allows us to ideate, and improve, together.
· We deliver on our commitments. We focus on a few key priorities and ensure we deliver with quality on time. Every time.
· We don’t wait. If we see an issue, we fix it. If we see an opportunity to accelerate our success, we take it.
· We operate with respect and consideration. We will move fast and deliver…and we will do it the right way.
We foster a workplace that gives amazing people the freedom and support to do their very best work every day – work that accelerates digital transformation across the globe with a best-in-class process platform.
Be part of the transformation. Apply today.
We offer competitive perks and benefits, including a virtual-first work environment, Global Gratitude & Recharge Days, Medical, Dental, Vision, Short-and Long-term Disability insurance, parental leave, a 401k plan and match, and self-managed time off. Nintex carefully considers a wide range of compensation factors, including your qualifications and experience. Certain positions may also qualify for additional forms of compensation.
Nintex participates in E-Verify for work authorization. We are an Equal Employment Opportunity Organization.