Customer Success Manager, Digital Success

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.

We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day.

Do you enjoy finding solutions aimed at improving customers' life? Are you detail-oriented yet able to communicate at a high level? Do you have the personality, the systematic approach, and the know-how to align internal, external and partner organizations through the customer journey? If so, keep reading.

Board is looking for a dynamic candidate who has a proven low touch/tech touch customer success experience and understands how to use technology to guide customers through their journey while maintaining a meaningful engagement in augmenting customer adoption, minimize churn rates and turn customers into product champions and being available to intervene when needed. As a Board Customer Success Manager, Digital Success, you will leverage Board Customer Community, Academy and other tools to automate the customer experience and improve customer health scores. Working with the wider teams to improve existing automation and introduce improvements to customer in the digital CS portfolio.

This is a unique opportunity to get involved in a highly visible, fast-scaling SaaS cloud company. 

Responsibilities:

• Maintain consistent digital interactions with customers, providing support and assistance as needed.
• Utilize software tools to keep customer records up-to-date and facilitate efficient communication.
• Develop and execute customer engagement plans with the intent to retain and generate additional expansion opportunities.
• Create a customer deployment toolkit and other resources that customers may require to aid their success.
• Implement automation and streamline tasks to improve efficiency and customer satisfaction.
• Design and launch processes, workflows, and automation that drive internal efficiencies, level up the effectiveness of our Success team, and deliver greater value to our customers.
• Collaborate with cross-functional teams to improve processes and meet renewal and upsell targets.
• Experience with collaborating with Partners and how to support the success of the Customers they may be managing.
• Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience.
• Implement our digital strategy to consistently achieve measurable results, which will be utilized by our customer-facing teams, and empower all CSMs to efficiently handle their customer portfolios.
• Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
• Collaborate with the Customer Success leadership to refine customer journey mapping, enhance engagement strategies, and optimize automation processes.

Requirements:

• 2+ years of customer success management experience, with at least 1 year in digital or tech touch roles.
• Proficient in using spreadsheet tools and Salesforce.
• Familiarity with marketing, business intelligence, and other technology tools.
• Strong multitasking abilities in a fast-paced environment.
• Self-motivated learner with technical orientation and the ability to quickly learn new concepts.
• Excellent written and verbal communication skills.
• Independent learner with the ability to adapt and understand concepts with agility.
• Strong problem-solving and critical-thinking skills.
• Ability to prioritize tasks and manage time effectively.
• English plus fluency in one or more European Languages such as French/German/Italian/Spanish

Our Commitment to Diversity and Inclusion 
Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day! 
 

Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.

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