Senior CS Digital Content Developer

Job Summary:

Enterprise DB is seeking a creative individual with proven success with learning and translating complex concepts into easy to understand lessons and messages tailored to our customers.  The Senior CS Digital Content Developer will analyze the implementation, learning and adoption needs of our customers and will meet those needs by developing digital content that will be self-paced or scheduled through rule-based campaigns.  The right person will be comfortable with creating a program and content from the ground up. 

 Key Responsibilities:

• Work cross-functionally with the VP of Customer Success, VP of CS Strategy and Operations and VP of Professional Services to define comprehensive digital customer success strategy tailored to the needs of smaller customers, focusing on scalable solutions to drive product adoption, value realization, and customer loyalty

• Produce high-quality, engaging digital content aligned with the CS strategy and tailored to different stages of the customer journey, including educational materials, product guides, tutorials, FAQs, and success stories, ensuring relevance and accessibility to the target customer segment.

• Leverage the latest in digital technologies, including customer success platforms, CRM tools, content management systems, and analytics tools, to automate and optimize the delivery of digital customer success initiatives.

• Regularly analyze campaign and content performance and customer engagement metrics to assess the effectiveness of digital customer success efforts, making data-driven decisions to optimize strategies and tactics and to continuously improve content, campaigns, and overall digital customer success initiatives.

• Work closely with cross-functional stakeholders to ensure alignment on customer success goals and processes, sharing insights and feedback to enhance the overall customer experience.

Requirements:

• Proven ability to learn a complex B2B SaaS product

• Ability to develop and implement comprehensive digital customer success strategies that align with the company’s goals and address the needs of smaller customer segments. 

• Strong writing and content creation skills with the ability to produce engaging, informative, and compelling content tailored to various stages of the customer journey. Proficiency in storytelling to highlight product benefits, customer success stories, and use cases.

• Proficiency with customer success platforms, CRM software, content management systems (CMS), marketing/email automation tools and digital analytics tools. Ability to quickly adapt to new technologies and platforms is crucial.

• Proficiency in using analytics tools to measure campaign performance, customer engagement, and content effectiveness. Ability to interpret data, draw insights, and make data-driven decisions to improve digital customer success efforts. 

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