Manager, Digital Customer Experience & Success

Job Description

Icertis Customer Experience and Success Management is seeking a dynamic and results-driven individual to lead and manage customer adoption initiatives. In this role, you will design and execute data-driven, scalable adoption campaigns aimed at improving customer engagement and usage. You'll collaborate with cross-functional teams to develop impactful content and resources, while leveraging key tools like Gainsight, Salesforce, and Power BI to track and optimize program performance. The ideal candidate will be highly analytical, with a passion for driving customer success through actionable insights and data-informed strategies.

In this role, you'll be an integral part of our Customer Experience and Success Management team, working closely with leaders and teams across Customer Experience and Success, Support, Sales, Professional Services, Product Management and Marketing to ensure a seamless and effective customer experience.

You will need to work from 14 : 00 – 22 : 00 IST to collaborate with global teams across time zones.

Responsibilities

• Design, execute and manage one-to-many adoption campaigns
• Create and leverage data-driven insights to identify and segment customers with adoption and usage challenges.
• Leverage data to identify relevant and high-impact campaign topics that align with customer needs and adoption goals.
• Collaborate with subject matter experts to create and curate impactful, scalable adoption messaging and content.
• Design campaign flows for the delivery of content via one-to-many channels such as webinars, email campaigns, and office hours.
• Partner with Marketing to align on content and campaign execution.
• Promote campaigns internally, ensuring customer-facing teams are aligned and promoting the campaigns with their customers.
• Monitor customer engagement levels and measure the overall effectiveness of adoption campaigns.
• Identify engagement opportunities for Customer Experience Managers
• Define data-based criteria to identify and segment customers where proactive engagement is needed.
• Using Gainsight, Salesforce, Power BI and other tools, alert key Icertis stakeholders (Customer Success Managers, Account Managers, etc.) when one-to-one engagement is needed.
• Provide actionable insights, recommended engagement activities, and relevant analytics to Icertis stakeholders.
• Ensure the timely completion of engagement activities by Icertis stakeholders and measure the overall effectiveness of those activities.
• Manage content and resources for customer adoption engagements
• Collaborate with subject matter experts to develop and curate an on-demand repository of relevant content, templates, and assets for customer adoption engagements.
• Maintain and update the repository to ensure internal stakeholders have access to the latest resources to support customer adoption efforts.
• Measure and optimize the impact of the Customer Experience and Success team
• Continuously track, measure, and analyze data to demonstrate the impact of our programs and engagements.
• Fine-tune existing processes and experiment with new approaches to enhance the customer journey and adoption rates.
• Contribute to continuous improvement initiatives and pilot new programs to optimize adoption and customer engagement through digital channels.
• Utilize Gainsight, Salesforce, Power BI, Excel, and other tools to implement programs, monitor program outcomes, and monitor customer health.

Qualifications

About Us

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

About The Team

Who we a re : Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [HIDDEN TEXT] or get in touch with your recruiter.

Skills Required

Salesforce, Power Bi, Excel