Customer Success - Digital Engagement

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As Digital Engagement Manager you will use technology to drive customer adoption and value at scale through the development and execution of our Tech Touch program. You will play a pivotal role in engaging customers through digital channels to unlock customer potential and time-to-value. As a key member of the Customer Success team, you will drive innovation and deliver the right content to customers throughout key moments in their Egnyte journey.
What You’ll Do (but is not limited to)

  • Build out the tech touch program across the customer journey
  • Work collaboratively with cross functional teams to ensure we have the right content and customer enablement in place to support this segment at scale
  • Identify repeatable strategies and playbooks designed to drive adoption and mitigate risk
  • Establish one-to-many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders
  • Proactively communicate with customers and work to build out-reach programs that drive value across this segment
  • Monitor at-risk customers through usage, reporting and analytics
  • Take appropriate actions to manage and/or escalate to an efficient resolution working closely with teams to address and resolve
  • Forecast outcomes, mitigate risk, and drive renewal growth strategies
  • Leverage data insights to manage progress, performance, and priorities

Your Qualifications 

  • 5+ years in a Customer Success or related field with a scaled digital touch team
  • Demonstrated experience building one-to-many programs through scalable technology
  • Deep commitment to Customer success – we drive Customer Happiness!
  • Someone analytical by nature with a knack for solving real-world business challenges
  • A creative executor who is skilled at working cross-functionally
  • A self-starter with ability to manage time and prioritize competing demands
  • Passion about building a great company and a customer-centric culture
  • BA/BS degree

Bonus Skills 

  • Hands-On experience with A/B testing and data mining
  • Experience with Salesforce, Pendo & Totango, or other customer success tools
  • Comfort in developing reporting strategy, processes, and metrics management in Tableau
  • MBA

Our Benefits

  • Competitive salaries & Stock Options
  • Comprehensive benefits for you and your family (low premiums and deductibles!)
  • Medical, Dental, Vision, Life, Disability, Employee Assistance Program, FSA, HAS, and Commuter/Parking benefits
  • Fully paid premiums for life insurance (up to 2x your salary) / AD&D and the option to enroll in Voluntary Life Insurance
  • Pet Plan-- Enroll in discounted Pet Insurance & Perkspot – Discount program available for entertainment, services, shopping & travel
  • Global Travel – Medical benefits to cover any employees traveling out of the United States on a work-related trip
  • Flexible hours and responsible time off
  • Emotion & Physical Wellness – Free access to emotional and physical wellness apps including Spring Health, Headspace, Aaptiv, Ginger, and Physera
  • Gym, cell phone, and commute reimbursement
  • 401(k) Retirement Plan (Traditional and Roth)
  • SoFi online financial services: Pay off debt sooner, invest in your future, or refinance your mortgage – all in one app
  • FREE Egnyte lifetime membership

 

Equal Opportunity Employment

Egnyte is an equal opportunity employer and values diversity at our company. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

About Egnyte

In a content critical age, Egnyte fuels business growth by enabling content-rich business processes, while also providing organizations with visibility and control over their content assets. Egnyte’s cloud-native content services platform leverages the industry’s leading content intelligence engine to deliver a simple, secure, and vendor-neutral foundation for managing enterprise content across business applications and storage repositories. More than 16,000 customers trust Egnyte to enhance employee productivity, automate data management, and reduce file-sharing cost and complexity. Investors include Google Ventures, Kleiner Perkins, Caufield & Byers, and Goldman Sachs. For more information, visit www.egnyte.com

 

 

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Location

1350 W. Middlefield Road, Mountain View, CA 94043

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