Digital Customer Success Manager

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Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.

Unily is recognized as a Leader in the 2024 Gartner Magic Quadrant for Intranet Packaged Solutions, the 2024 Forrester Wave: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. We are committed to growth and expanding our community with passionate individuals.

Job Purpose

Our Digital vision is to deliver scaled, integrated experiences that provide undeniable value for our customers and sustainable efficiency for our business. This role involves engaging with customers through various initiatives to ensure they derive maximum value from our offerings.

Main Responsibilities

1. Customer Engagement:
   • Host pre and post event facilitation of success calls and AMA sessions.
   • Manage incoming customer queries for the Success Hub team.
   • Respond promptly to risks or opportunities, such as survey responses or health alerts.
2. Playbook Adherence:
   • Participate in virtual event planning and scheduling.
   • Support data integrity initiatives in Planhat, including contact management.
3. Other Initiatives:
   • Contribute to customer-facing digital innovation projects.

Requirements

• Customer-first mentality focused on service, community, or success experiences.
• Curious and eager to learn about Unily’s product.
• Strong collaboration skills with the ability to work autonomously.
• Excellent communication skills, both virtual and email.
• Intrinsic understanding of the ‘why’ and a solutions mindset.
• Empathetic listener and active communicator.
• Proven ability to engage and influence teams internally and externally.
• Intermediate knowledge of Planhat.
• Understanding of data quality and integrity, with a willingness to support operational objectives.

We value diversity and are committed to building an inclusive environment where everyone can thrive.

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