Program Manager, Scaled Customer Success

　　Atlanta, GA, USAReq #417

　　Thursday, January 18, 2024

　　Who are we :

　　We’reEptura™ — a globalworktechcompany that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential.Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together,we’rededicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

　　Role Overview:

　　As the Program Manager, Scaled Customer Success, you willbe responsible forthe design, implementation, and ongoing enhancement of ourmanyCustomer Success initiatives. This role will report to the Manager of Scaled Customer Success and will partner closely with various teams such as Operations, Marketing, Support, Professional Services, and Product toidentifykey areas of focus and ensure alignment of all communication and adoption strategies cross departmentally.

　　Responsibilities:

　　Collaborate with customer facing teams to understand customerbehavior, trends, and feedback, and designmanyprograms to improve user adoption and experience.

　　Support the Customer Journey by implementing digital touchpoints to ensure a seamless customer experience.

　　Monitor and report on the performance of existingmanyprograms byleveragingengagement statistics, adoption, satisfaction, and retention.

　　Maintain and enhance existingmanyprograms through A/B testing and other enhancement strategies.

　　Leverage customer health and usage data to inform digital strategies and make recommendations to better improve our customer data.

　　Optimize our digital customer success tech stack (Planhat, Intercom) to scale our processes to better support customers at scale.

　　About you :

　　You havepreviousexperience designing and buildingmanydigital customer success strategies that drive retention such as automated email touchpoints, in-product engagements, surveys, and webinars.

　　A track recordof moving an initiative from ideation to execution. Youdon’tjust make suggestions for improvement, but you can build the project plan and ensure all stakeholders are held accountable to meeting deadlines to ensure delivery.

　　You stay up to date on Scaled and Digital Customer Success industry trends.

　　You are a customer-centric individual, obsessed with providing an excellent customer experience.

　　You are comfortable with working with complex data andidentifyingpatterns.

　　Strong written and verbal communication skills.

　　Youwelcome change in general, and new processes and tacticsin particular.

　　You enjoy continuous learning andseekto understand technology products from a user perspective.

　　You have a good understanding and/or adoption of Industry tools and data sources (Salesforce,ChurnZero, PlanHat,Totango, Gainsight etc.).

　　You have a solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components)

　　Benefits :

　　Health, Dental, Vision & Pet Insurance

　　Dependent, Spousal and Domestic Partner coverage available

　　Up to $1000 Company HSA Contribution

　　Medical, Dependent Care and Limited FSA Accounts

　　Income Protection and Replacement - 100% Company Paid

　　Short Term Disability

　　Long Term Disability

　　Life Insurance

　　Employee Assistance Program

　　Flexible PTO

　　401K with company match

　　Eptura Information :

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　　Epturais an Equal Opportunity Employer.AtEpturawe promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome atEptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.

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