Digital Transformation Advisor

Fill-time Position

Remote, Bay Area or Seattle Preferred

This is a hybrid role combining the development of methodology and content for deploying and driving value from Digital Adoption & Customer Journeys with a front-line Customer Success role interacting regularly with customers where these Journeys will be automated and deployed.  The overall goal of the role both at assigned and across all customers is to drive high customer satisfaction, value building, adoption, retention, and expansion of the Usermind platform. You will do this by developing, standardizing and delivering best practices, innovations and capabilities to the customers assigned to you. You will bring your experience and background helping fortune 1000 companies manage their digital transformation to inform and drive Usermind customers to do the same.  You will also align at the appropriate executive level, building and maintaining strong relationships. The role requires a combination of technical and customer management experience. The hybrid nature of the role means your work will have significant impact across the customer base, the product, and the company.

Key Responsibilities:

  • Synthesize best practices, standard approaches, and methodologies to enhance UM’s ability to deliver value consistently for our customers and train the UM team on the content developed.
  • Leverage your knowledge of industries you have worked in, Customer Journey deployment, and Digital Transformation efforts to help develop content and enhance efforts across Customers Success, Sales, Marketing, and Products.
  • As a trusted adviser, own overall relationship with customers and their success.
  • Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals with Usermind Platform.
  • Apply subject matter expertise in digital transformation, customer experience, customer engagement, marketing operations to enterprise customer use cases
  • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals as well as identifying and/or developing upsell opportunities.
  • Implement customer journeys using the Usermind Platform & KPI dashboards
  • Work closely with our Sales, Product, Engineering, and Customer Success teams to quickly on-board customers, define success criteria and surface opportunities and proactively head off issues before they become real problems.
  • Work closely with sales teams to drive expansions and renewals
  • Bring voice of customer into Usermind - Strategically incorporate customer feedback to Product Management, advocating internally on behalf of your customers needs.
  • Monitor and maintain client health score and proactively drive action to reduce churn risk.

Key Requirements:

  • Minimum 5 years relevant work experience
  • 3-5 years working as a consultant on multiple customer projects related to Digital Transformation or Customer Journey Implementations or work experience as an employee at 3-5 companies driving Digital Transformation efforts.  Combined experience ideal.
  • Proven track record of taking learnings and experience from multiple efforts and distilling the learnings into content, education, methodology, etc.
  • Experience working with sales and marketing automation platforms in delivering customer engagement solutions that streamline and improve customer experience
  • Experience delivering subject matter expertise around digital transformation and customer experience specifically focused on qualitative and quantitive methods of improving conversion, driving experimentation, running a/b tests, ML Model driven experience optimization and other techniques and approaches to driving digitization efforts within the enterprise.
  • Experience managing projects, customer expectations, & customer relationships.
  • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
  • Ability to come up to speed on technology quickly and can clearly articulate benefits and business value of Usermind
  • Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator, with the ability to effectively navigate and mediate conflict
  • Proven track record leading customer engagements with demonstrated ability to understand technical concepts, guide strategy and deliver positive results for customers
  • Demonstrated history of owning customer relationships, supporting implementation, renewal, and upsell
  • Creative, resourceful, detail-oriented, and highly organized and able to handle a high volume of activity efficiently through scalable processes
  • Self-starter who thrives under ambiguity in a fast-paced startup environment
  • Proven ability to manage multiple projects at a time while paying strict attention to detail and deliver results across multiple customers
  • Thrive in a multitasking environment and quickly adjust to fast moving priorities
  • Experience implementing SAAS business applications, understanding of data modeling and analytics is a plus

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