Digital Customer Success Manager

Unily; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in digital employee experience is seeking a Customer Success role to enhance client engagement through project initiatives. This position involves collaboration with various teams to ensure customers maximize the value of their offerings. Ideal candidates will have a customer-first mentality, strong communication skills, and a willingness to learn about the product. Join us in driving customer success and innovation!

Qualifications

• Strong collaboration skills and excellent communication.
• Proven ability to engage and influence teams.

Responsibilities

• Hosting success calls and managing customer queries.
• Supporting initiatives for data integrity in Planhat.

Skills

Customer-first mentality

Collaboration skills

Communication skills

Empathetic listening

Networking skills

Tools

Planhat

Job description

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 Gartner Magic Quadrant for 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 passionate about joining us on this exciting journey.

Job Purpose

Our digital vision is to deliver scaled, integrated experiences across our customer base, providing seamless offerings that drive value and sustainable efficiency. While digitization and automation are ongoing, our customers benefit from 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 project-based and programmatic initiatives, ensuring our customers derive maximum benefit from our offerings.

This role involves developing a comprehensive understanding of the end-to-end customer lifecycle, working across teams to deliver a consistent, aligned, and enduring customer experience.

Main Responsibilities

• Hosting pre- and post-event facilitation of monthly success calls (webinars) and open hours (interactive AMA sessions).
• Tracking, responding to, and managing incoming customer queries for the Success Hub team.
• Responding promptly to tasks triggered by emerging risks or opportunities, such as customer survey responses or health alerts.

Playbook Adherence:

• Participating in virtual event planning and scheduling.
• Supporting initiatives related to data integrity and normalization in Planhat, including contact identification and management.

Other Exciting Opportunities:

• Contributing to and coordinating initiatives related to the customer-facing digital innovation roadmap.

Requirements

• A customer-first mentality focused on service, community, or customer success experiences.
• A curious and eager attitude to learn about the Unily product.
• Strong collaboration skills and the ability to work autonomously and transparently to achieve shared goals.
• Excellent communication skills, with personality shining through virtual or email interactions.
• An understanding of the 'why' and a solutions-oriented mindset.
• Strong communication and empathetic listening skills to understand business and customer needs.
• Proven ability to engage and influence internal and external teams for buy-in.
• Intermediate knowledge and use of Planhat.
• An understanding of data quality and integrity importance.
• Willingness to support operational objectives to ensure top-notch execution.

We are committed to diversity, understanding that everyone has a unique story. We aim to build an inclusive workforce that celebrates differences and fosters growth through connection and learning.

Why Work For Unily?

In addition to a competitive salary and discretionary bonus, benefits include:

Our team culture: Focused on results, fun, and camaraderie.

Our product: Industry-leading, evolving, and internally used and loved.

Flexibility: Hybrid work model supporting work-life balance.

Modern offices: Well-equipped spaces, with options to bring your dog.

Benefits: 25 days holiday, birthday leave, Vitality health cover, pension scheme, life assurance, income protection, and more.

We also promote sustainability and community involvement through paid volunteering days, charity donation matching, and electric vehicle leasing options.

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