Digital Customer Success Manager

Unily; Greater London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in digital employee experience is seeking a Customer Success role to enhance customer engagement and satisfaction. You will collaborate with various teams to ensure a seamless customer journey and contribute to innovative digital solutions. The role emphasizes a customer-first mentality and strong communication skills, making it ideal for those passionate about driving customer value.

Benefits

25 days holiday plus extra birthday day off

Vitality life cover

Aviva pension

Life assurance

Income protection

Paid volunteering day

Employee matching charity donation scheme

Electric Vehicle leasing options

Qualifications

• Intermediate knowledge/use of Planhat.
• Proven ability to engage and influence teams.

Responsibilities

• Host monthly success calls and open hours.
• Track and manage incoming customer queries.
• Contribute to customer-facing digital innovation initiatives.

Skills

Customer First Mentality

Strong Communication Skills

Empathetic Networking

Curiosity

Tools

Planhat

Job description

About Unily

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 the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2024 GartnerMagic Quadrantfor Intranet Packaged Solutions, the 2024 Forrester Wave: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

Job Purpose

Our Digital vision is to deliver scaled, integrated experiences across our customer base, providing a seamless offering that drives undeniable value for our customers, and sustainable efficiency across our business. While we are on a journey to digitize and automate, our customers are enjoying a combination of 1-to-many engagements, a community-led approach, and self-service resources to help them achieve value!

Reporting to the Head of Digital Customer Success, this high-exposure role collaborates with CSMs, Operations, and Community experts to drive customer value through both project-based and programmatic initiatives to ensure that our customers get value from our offering.

In this role you can expect to develop an astute understanding of the end-to-end customer lifecycle, collaborating across teams to deliver a consistent, aligned, and enduring customer experience.

Main Responsibilities

Customer Engagement:

• You will host pre and post event facilitation of monthly success calls (1-to-many webinars) and open hours (interactive, drop-in Ask Me Anything (AMA) sessions).
• This person will be responsible for tracking, responding and managing incoming customer queries destined for the Success Hub team
• You'll respond quickly to tasks triggered by emerging risks or opportunities, helping to drive timely, informed actions. i.e. customer survey responses or health alerts
  
  

Playbook Adherence

• You will take part in virtual event planning & scheduling
• You'll support initiatives focused on ensuring data integrity and normalization in Planhat Vi.e. contact identification & management
  
  

Other Exciting Bits

• You will have the opportunity to contribute and coordinate initiatives in relation to customer facing digital innovation roadmap items
  
  

Requirements

• Possesses a customer first mentality that leans towards service, community or customer success-led experiences
• Brings a curious and eager attitude that wants to learn the ins and outs of the Unily product
• Excels in collaboration and is someone who can work autonomously and transparently to achieve shared objectives
• Has the ability to communicate clearly and allows personality to shine through their work whether it's on a virtual stage or via e-mail
• Understanding the ‘why' comes intrinsically to you, as does a solution mindset.
• Demonstrates strong communication skills and is an empathetic networker that actively listens to the needs of the business and its customers.
• Proven ability to engage and influence teams internally and externally to gain buy-in
• Intermediate knowledge/use of Planhat
• Understands the need for data quality and integrity
• e.g. The ideal candidate is good at rolling their sleeves up to support operational objectives so that our overall execution is top notch
  

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

Why Work For Unily?

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won't find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer. We don't just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.

We offer a fantastic suite of benefits. Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover (for health, sight, hearing and dental), Aviva pension (via a salary sacrifice scheme), life assurance, income protection and so many more.

Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

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