Manager , Digital Customer Experience & Content Strategy

A senior leadership role responsible for overseeing the entire customer, partner and post-sale enablement function. This person ensures that all enablement efforts align with the company's strategic goals and drive customer experience, retention, and revenue growth.

The person will be responsible for a holistic content strategy, strategizing, collaborating, developing, and delivering content to our growing customer base across channels, including ILT (instructor-led training), eLearning, and self-paced learning through our customer success portal.

Reporting to the SVP of Customer Success, this is a strategic role focused on improving customer experience and driving product adoption. The role will develop a content strategy by organically and inorganically growing content and making it scalable for customers, partners, and internal stakeholders.

This individual will be responsible for following:

• Own the Acceldata Academy by controlling the end-to-end process, including digital customer experience, content development, positioning, packaging, and delivery to customers.
• Manage and build programs to enable self-service customer success portal, Acceldata Academy, and own the customer digital engagement strategy.
• Build customer journey maps and work with SMEs across product and marketing functions to define moments of truth for different Acceldata products and services across customer stages from onboarding to renewal and expansion.
• Create connected omni-channel experiences (Email, Web, and In-Products ) to help educate customers at the right time via the right channel to drive product consumption.
• Align customer enablement objectives with broader company goals and customer success KPIs, such as time to first value, reducing support tickets, and increasing product usage KPIs.
• Report on the effectiveness of enablement programs to senior leadership and stakeholders. Have a data-driven mindset.
• Build reports and dashboards to measure the performance and success of journey maps and content delivery programs.
• Own Voice of Customer (VoC) program in developing surveys, inferring customer sentiment and feedback, develop ongoing programs to improve CSAT and customer experience.
• Collaborate with cross-functional teams, including product documentation, sales, product marketing, and product management, to ensure a unified approach to customer enablement and content strategy.
• Work with Global SIs and data management partners to develop and deliver technical product trainings.

We’re looking for someone with:

• 10+ years of experience working in roles Customer Success roles focused on digital, communities & knowledge management initiatives.
• Deep understanding of post-sales business process across Support, Success, and Renewal functions.
• Experience with customer journeys and nurture campaigns is a must.
• Project management capabilities, including the ability to accurately specify project timelines, dependencies, and risk factors.
• Analytical thinking and operational excellence.
• Excellent communication, influencing stakeholders with positivity.
• Certification in Technical Writing or Instructional Design will be an added advantage.
• Experience working in complex enterprise data management products, preferably cloud products.
• Excellent writing, documentation, presentation, and communication skills.
• Understanding Customer Communities is an added advantage.
• Great attitude, energy, and attention to detail are critical.