The objective of the position is to develop a scalable digital customer success program, an in-house early warning system and leverage early indicators and system-driven alerts to address customer needs for proactive adoption and attrition reduction. This role will also analyze and identify trends to drive efficiencies and improvements for digital-led engagements.
Your Impact - Design and implement a data-driven approach to customer success, utilizing customer health metrics and product usage to proactively address customer needs and mitigate attrition risks.
- Design and utilize an Early Warning System to detect accounts which may have software usage or adoption risks leading to attrition or churn.
- Design and sequence digital interactions across the customer journey that drive improved product adoption and value realization.
- Build the processes and analyses for outcome-focused digital engagements that have measurable and verifiable customer outcomes.
- Develop automation of the end-to-end customer journey to easily identify the accounts at risk and take actions; including automation of playbooks to improve the overall account satisfaction.
- Regularly manage and review leading risk indicators to prioritize accounts which require human intervention.
- Incorporate digital processes and automated touch points for proactive customer engagement leading to revenue retention and expansion.
- Analyze the customer journey and build a proactive digital communication strategy.
- Augment the existing customer success journey with digital flows initiated by data-driven customer intelligence.
- Incorporate automation into the customer engagement plan that engages the customer without the need for direct communication with a CSM.
- Develop efficiency metrics centered on doing more with less through the Digital CS strategy.
- Regularly review the data and leading indicators related to CSM coverage, retention, product profile, geography, etc. to adjust digital strategy.
- Maintain, expand and scale the AspenTech online Community.
- Oversee Digital Touch motion and effectively manage the following activities;
- Data-driven, predictive, and automated customer management,
- Trigger-based activation of actions using predefined catalog of interventions,
- Reliance on self-serve, community forums and website to minimize need for human intervention.
- Lead digital touch weekly prioritization, review alerts and shift priorities as needed and orchestrate the technical coverage required for customer adoption plans.
- Collaborate with cross-functional teams to create digital programs to pro-actively reach out to the customers without CSM s to understand their overall health. Escalate any high risks identified with the account/ renewal to the regional leadership team for timely actions.
- Identify and support resolving gaps in insights and tooling to enable scalable digital engagement.
What Youll Need - Bachelor s degree required in engineering, computer science, business, or other related field.
- Minimum of 5 years experience in similar role designing and launching digital platforms.
- Minimum of 3 years of management experience and developing a team, leveraging a CRM tool or equivalent
- Proven track record of leading digital touch projects, or equivalent, with innovation and collaborative, cross functional partnerships.
- Excellent organizational and time management skills, able to work under pressure, analyze and prioritize effectively to move projects and initiatives forward.
- Broad understanding of the current and emerging technology trends and developments.
