Customer Success Communications Manager

Job Description

The Customer Success Communications Manager will focus on engaging a digital strategy to educate customers to use our solutions’ features and functionalities better and become self-sufficient, navigating the various resources available to increase their adoption and grow the account. You will focus on drafting thoughtful, engaging, well-written communication that can be strategically sent to low-touch customers, ensure the customer is informed and engaged, and reduce CSM’s time crafting proactive touchpoints; This role will bridge the gap between content and customer and drive even our smallest customers towards utilization.

This Role sits within the Enterprise Services and Customer Success Organization within the greater Customer Service Organization. Our vision as one global team we set the standard by making it easier for our customer to achieve their desired outcomes with Agilent Solutions and by delivering exceptional experiences at every interaction

Responsibilities will include but not be limited to

• Build engaging content that supports value-driven interactions between the customer and the products they are utilizing.
• Communication will be sent en mass to various segments of customers and will reach between 150-300 customers at any given time.
• Design and run at-scale regular outreach campaigns to key points of contact to support increased adoption
• Utilize tools such as Totango, Smartsheet, CRM and other vendors to setup and establish communication cadences, storage, metrics, and processes.
• Types of communication in scope - Proactive engagement to smaller segments of customers, curating a collection of pre-built emails that a CSM can use to connect with customers, New feature awareness, Release Notes, and Other communications as defined by strategy
• Attend SU project meetings during “D Phase” to understand functionality coming in order to draft appropriate customer-facing communication and identify the strategy for targeted customers to receive info
• Responsible for curating, planning, and hosting virtual and in-person user conferences when funding is available.
• Develop communications programming and customer lifecycle playbooks specifically tailored for the experience of this segment of our customer base
• Collaborate across internal teams toward the goal of improving the customer experience while influencing our overall growth strategy.
• Track and identify metrics, measure and monitor customers achievement of critical and key performance indicators.
• Work in collaboration with Director of CS nd CS Ops to determine effectiveness of communications and objective focus of the role

Qualifications

• Bachelors Degree
• Excellent written and verbal communication skills
• Evidence of proven track record of customer communications and customer relationship management
•  Ability to quickly grasp customer requirements and propose communication strategies that target needs
• Outstanding organizational skills and event planning skills
• Ability to think strategically about the needs of the various product portfolios
• Minimum of 4+ years experience in a customer-facing role or writing communication role.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
• Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems
• Ability to deliver automation and time savings to the Customer Success Managers through established Totango campaign
• Self-motivated and directed individual
• Team-oriented perspective

#LI-SM1

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030.

For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Pay Range$87,600.00-$136,875.00

The salary range for this position may differ based on your actual work location.

Eligible for Company Car

No

Benefits in Brief

Option to Work RemoteYes

Travel Required25% of the Time

ScheduleSchedule:Full time

ShiftDay

DurationNo End Date

Job FunctionServices & Support