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Customer Experience Program Manager
Posted 11 days agoViewed
💸 Salary: 75000.0 - 104000.0 USD per year
🔍 Industry: EdTech
🏢 Company: SchoolStatus👥 251-500💰 Private over 3 years agoEducationUnified CommunicationsSoftware
🗣️ Languages: English
Requirements:
- Proven experience in content strategy, knowledge management, or support content creation.
- Experience working with customer support platforms (e.g., Ada AI, ChurnZero, or similar tools).
- Strong project management skills with the ability to manage multiple priorities.
- Excellent written and verbal communication skills.
- Analytical mindset with experience monitoring and interpreting support metrics and KPIs.
- Ability to collaborate cross-functionally with product, marketing, and implementation teams.
- Familiarity with AI-driven customer support solutions and in-app guidance tools is preferred.
- Background in customer support or customer success is a plus.
Responsibilities:
- Lead the creation, maintenance, and optimization of support documentation (knowledge base articles, video guides, step-by-step tutorials, etc.).
- Develop materials that facilitate self-service support for users.
- Collaborate with teams to design and implement in-app tooltips using ChurnZero and Support AI Solutions.
- Provide contextual assistance to improve the in-app user experience.
- Create workflows for the integration of Ada AI chat and ticket tools.
- Enhance the quality and accessibility of knowledge base content.
- Monitor KPIs related to customer engagement, time to value, and ticket deflection.
- Collaborate with team members to improve customer experience processes using insights and feedback.
- Support onboarding journeys with in-app and email campaigns using ChurnZero.
- Ensure new users have the necessary guidance for effective product usage.
- Analyze customer support interactions to identify trends, gaps, and improvement opportunities.
- Enhance self-service resources to reduce the need for direct support.
- Collaborate with operations teams to map self-service customer journeys.
- Develop standardized processes and workflows to ensure consistency and positive experiences.
- Partner with Product and Product Marketing teams to keep Knowledge Base content aligned with new product releases.
- Work with Customer Lifecycle Marketing to ensure resources are aligned with customer success strategies.
- Coordinate with Implementation teams to complement tailored training sessions and group webinars.
- Participate in ongoing training and development to stay updated on new product features and technical skills.
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🔥 Senior Customer Experience Program Manager, SpringWorks
Posted 18 days ago
💸 97325.0 - 114500.0 USD per year
🔍 Healthcare
🏢 Company: Spring Health👥 1001-5000💰 $100,000,000 Series E 8 months agoMental HealthArtificial Intelligence (AI)mHealthWellnessHealth Care
- 5+ years of experience working in customer-facing program/project management, operations, and/or account management.
- Strong organizational and communications skills to manage internal/external stakeholder expectations
- Expert relationship builder with the ability to build a rapport and trust with stakeholders (customer, internal, and senior leadership) to achieve results and get initiatives across the finish line in a remote environment.
- Highly organized and can successfully manage multiple projects and multiple work streams across different functions, in a fast paced environment
- Experience with organizing and synthesizing data to tell a compelling story.
- Strong execution bias who moves seamlessly between diving into the details and driving the strategic vision.
- You have a proven ability to think holistically while being deeply analytical and detail-oriented.
- Self starter who thrives when given autonomy; solution-focused mindset in constantly changing and ambiguous hyper-growth environments.
- Proven track record in translating business needs into scalable and impactful programs and solutions.
- You have experience using data visualization and reconciliation techniques to present key findings and customer satisfaction.
- PMP certification is a plus
- Experience in healthcare is a plus
- Drive and own ongoing program management of complex customer initiatives, including project planning and documentation, resource allocation, timeline management and cross-functional stakeholder engagement to ensure on-time and on-budget delivery of customer specific initiatives with outcomes that delight the customer.
- Strong focus on working with the customer to serve as the SpringWorks subject matter expert
- Collaborate closely with the Customer Success account team and with other relevant stakeholders at all levels to gather requirements, communicate progress, and ensure alignment on the customer’s onsite program objectives, key performance indicators, and SLAs.
- Drive on-time and on-budget delivery of the onsite program priorities while establishing and managing customer expectations along the way.
- Own program progress through development of high quality project plans and progress reports for ensuring adherence to deadlines and deploy strong risk management strategies, including early identification and implementation of effective mitigation strategies.
- Act as the SpringWorks operational owner for the account to understand the root cause of escalations and issues to diligently resolve with internal partners and any required process creation or optimization.
- Build rapport with customer main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies.
- Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from SpringWorks services.
- Strong partner to the Strategic Account Manager.
- As a SME, make recommendations that help the customer achieve desired outcomes.
- Continually assess efficiency and efficacy of the program to proactively address gaps before they become issues.
- Build strong internal relationships across other departments, including SpringWorks Clinical teams, Customer Success, Marketing, Product, amongst others to ensure seamless program execution and smooth integration of processes.
- Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the customer experience.
- Drive the tracking and reporting of KPIs across your programs to measure the effectiveness and efficiency.
- Build actionable insights to shape program strategy and delivery.
- Take a data-driven approach to build and share customer facing reporting which illustrates the value story of the onsite program and services.
- Drive Quarterly Business Review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations.
- Consistently demonstrate Spring Health’s value proposition and link to customer’s defined success metrics.
- Collaborate with Strategic Customer Success Manager to ensure program metrics are coordinated with broader business and revenue goals.
Posted 18 days ago
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