Manager , Digital Customer Experience & Content Strategy

Acceldata is reimagining the way companies observe their Data!

Acceldata is the pioneer and leader in data observability, revolutionizing how enterprises manage and observe data by offering comprehensive insights into various key aspects of data, data pipelines and data infrastructure across various environments. Our platform empowers data teams to manage products effectively by ensuring data quality, preventing failures, and controlling costs.

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.

We care for our team

· Mentorship & Growth

· ESOPs

· Medical and Life Insurance

· Paid Maternity & Parental Leave

· Corporate Uber Program

· Learning & Development Support

Acceldata for All

We are a fast-growing company, solving complex data problems at scale. We are driven by strong work ethics, high standards of excellence, and a spirit of collaboration. We promote innovation, commitment, and accountability. Our goal is to cultivate a healthy work environment that fosters a sense of belonging, encourages teamwork, and brings out the best in every individual.

Why Acceldata?

Acceldata is redefining data observability for enterprise data systems. Founded by experts who recognized the need for innovative monitoring and management solutions in a cloud-first, AI-driven environment, our platform empowers data teams to effectively manage data products. We address common challenges such as scaling and performance issues, cost overruns, and data quality problems by providing operational visibility, proactive alerts, and monitoring reliability across the various environments.

Delivered as a SaaS product, Acceldata's solutions have been embraced by global customers, such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Zoominfo, GSK, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more. Acceldata is a Series-C funded company and its investors include Insight Partners, March Capital, Lightspeed, Sorenson Ventures, Industry Ventures, and Emergent Ventures.