Senior Director, Digital Customer Engagement

Job Description

As Articulate’s Sr Director of Digital Customer Engagement, you will be responsible for building and executing the technology-assisted strategy for customer motions across the post-sales journey from onboarding through expansion and renewal. This Sr. Director will create a cohesive workflow across Articulate’s digital platforms including customer success, community and marketing automation.

What You'll Do:

• Increase customer engagement, adoption and retention rates through innovative programs and strategies
• Hire, coach and lead a team of high-performing account managers and digital engagement specialists
• Build scale programs that span 1:many, 1:few, and digital-led motions supporting multiple customer segments
• Ensure digital programs align with the overall business strategy by mapping desired outcomes to business metrics
• Develop and build a digital customer retention strategy that centers Articulate's 1.4M member Community to support long term loyalty and uncover expansion
• Engage regularly with the Articulate community and the broader L&D community via posts, webinars, event participation and more.
• Collaborate with cross functional partners across revenue, enablement, operations and engineering to drive customer retention and expansion
• Build adoption heat maps to determine adoption health in existing customer base
• Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals.
• Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly
• Serve as an escalation point for complex customer issues
• Partner with VP of Customer Success to refine processes, systems, and resources to deliver value to our customers, the team and the business.
• Support VP in special projects, as assigned

What You Should Have:

• 8-12 years of experience in sales, customer success, customer training, or account management in a fast-growing SaaS environment
• Prior experience of managing offshore and onshore teams
• Prior experience with Articulate products, specifically Storyline and Rise
• Demonstrated ability to navigate complicated processes and integrate multiple technologies into a cohesive solution
• Ability to successfully build cross-functional partnerships to deliver on business goals
• Strong understanding of customer success industry and trends alongside learning and development industry and trends
• Proven track record of success in identifying customer needs and implementing solutions in a SaaS environment
• Experience utilizing metrics to make data-driven decisions
• High level of business acumen and ability to communicate effectively with internal stakeholders
• Ability to influence cross-functional leaders through gaining buy-in, negotiation, and consensus-building
• History of improving processes, methodologies or programs that improve team & business performance
• Excellent organization, project management and time management skills
• Experience with customer success, account management, community, CRM, BI and marketing technology such as Salesforce, Gainsight, Looker, Marketo

$178,900 - $268,300 a year The pay range for this position is $178,900 to $268,300 for all US locations. Articulate takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. Articulate also offers a robust suite of benefits, check out the website for a full list. Apply for this job