Scaled Customer Engagement Manager
New
P
PointClickCareHealthcare technology
Remote - USContractManager
Salary64 - 80 USD per hour
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Job Details
- Experience
- 3+ years in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role
- Required Skills
- SalesforceMicrosoft ExcelCustomer SuccessSaaSA/B testingAccount Management
Requirements
- Have 3+ years of experience in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role.
- Have experience designing or executing one-to-many programs such as email campaigns, webinars, in-app messaging, or community programs.
- Demonstrate strong written communication and the ability to tailor messages to different audiences and roles.
- Have working proficiency with CRM or customer success platforms such as Salesforce or Gainsight.
- Use Excel for data analysis and interpret product usage and engagement data to drive action.
- Demonstrate strong organization and project management across concurrent programs and deadlines.
- Have excellent presentation skills.
- Preferred: hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools.
- Preferred: experience in healthcare technology, post-acute, senior living, or acute/payer markets.
- Preferred: experience using AI tools to personalize communications and scale engagement.
- Preferred: basic HTML, email-builder, or design skills.
Responsibilities
- Build and deliver assigned digital programs, including customer digests, onboarding and adoption journeys, renewal and risk-mitigation campaigns, and Digital Customer Success Reviews.
- Use Gainsight Journey Orchestrator and Pendo Orchestrate to adapt program content to customer segments, maturity, and use cases.
- Analyze usage, health, and engagement data to identify trends and red flags, and use segmentation and automation to target customer engagement.
- A/B test and adjust content, and build custom dashboards to track program KPIs.
- Help plan and present digital customer events, including user groups, webinars, office hours, and training sessions.
- Create and maintain digital content such as articles, guides, and videos explaining workflows and solution value.
- Coordinate with CSMs, Marketing, Product, Support, and Sales to align messaging and timing.
- Share customer feedback and themes with Product and Marketing, and document program objectives, outcomes, and next steps.
- Experiment with approaches including AI-assisted content and personalization, share results, and recommend practices or tools to streamline workflows.
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