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At Updater, we're dedicated to transforming customer experiences through innovative digital solutions. We’re on the lookout for a dynamic and experienced Digital Experience Manager to join our Customer Success and Training Team. In this role, you’ll play a crucial part in shaping and enhancing our digital customer journeys, driving adoption, and optimizing our Digital Adoption Platform (DAP).
Key Responsibilities:
- Own and Innovate the Digital Customer Journey: Lead the design, development, and execution of an end-to-end digital customer journey that emphasizes automation and seamless onboarding.
- Manage the DAP: Take ownership of the Digital Adoption Platform, ensuring it’s effectively maintained and continuously improved.
- Map and Optimize Digital Experiences: Develop comprehensive digital experience maps for post-sales journeys. Document and analyze key touchpoints across various personas to enhance the customer experience.
- Conduct Research: Validate digital journeys through both qualitative and quantitative research, identifying and addressing pain points.
- Drive Customer Success: Investigate and resolve issues for customers who are not engaging in high-value journeys, and create initiatives to re-engage them effectively.
- Create Playbooks and Content: Develop standardized playbooks, automated emails, and other digital interventions to support various stages of the customer journey.
- Collaborate and Build: Work closely with internal teams (Product SMEs, Training, Support) and external stakeholders to build, test, and refine the DAP.
- Analyze and Optimize: Use data to discover opportunities for improving the digital customer journey and implementing changes that reduce friction and enhance information accessibility.
- Report and Measure: Enable effective reporting and data distribution, and measure the impact of digital solutions against defined KPIs to ensure ROI.
Qualifications:
- Digital Adoption Expertise: Proficient in digital adoption technologies and tools (e.g., Pendo, Gainsight PX, WalkMe, Whatfix).
- Technical Skills: Experience with HTML, CSS, and JQuery is a plus. Proficiency in MS Word, Excel, and PowerPoint is required.
- Research and Analysis: Strong background in customer journey mapping, qualitative and quantitative research, and data-driven decision-making.
- Communication Skills: Exceptional written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
- Project Management: Proven ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.
- Customer-Centric: Deep understanding of human-centered design principles and customer experience frameworks.
Desired Skills:
- Experience with SaaS platforms and global customer bases.
- Quantitative analysis experience.
- Previous experience leading cross-functional projects and managing digital adoption programs.
Nice to have:
- Experience with LLM
- Leveraging AI for Customer Success
The anticipated hiring range for this position is $122,469 to $174,956 annually, depending on skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. This job posting will remain open until March 17, 2025.
Updater makes moving easier for the 12 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.
Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.
Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.
Benefits: The Company offers the following benefits for this full-time position, subject to applicable eligibility requirements:
- Medical, Dental, and Vision Insurance
- Unlimited PTO
- 13 paid company holidays annually
- Updater Stock Options
- 401(k)
- Commuter Benefits
- Personal Wellbeing Subsidy
- New Hire Subsidy
- One Medical Membership
- Short Term Disability Insurance
- Supplemental Life Insurance
- 12 weeks of Primary Caregiver Parental Leave
Top Skills
What We Do
Updater makes moving easier for the 17 million American households that relocate every year. With Updater, users seamlessly forward mail, connect TV and internet, compare and book moving companies, transfer utilities, update accounts and records, and much more. Hundreds of the most prominent real estate companies in the US (from real estate brokerages to property management companies and relocation companies) rely on Updater’s real estate products to save their clients hours with a branded and personalized Updater moving experience.
The Updater team shares a common passion for addressing the unmet needs of today's busy mover. From jugglers to fashionistas to geeks, we're a pretty diverse bunch! Working at Updater might include serving as the rotating office DJ, team drinks/dancing, happy hours, late nights, bad jokes, and lots of (fun) surprises.
Headquartered in New York City, Updater has raised nearly $200 million from leading investors, including Fidelity International, SoftBank Capital, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more.
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