Lead Clinical Specialist, CRM
Abbott
Digital Customer Success Program Specialist
Thomson Reuters
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $56,000 - $104,000 per year
Job Level
Mid-LevelSenior
About the role
- Develop and implement proactive, scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Thomson Reuters solutions
- Design and deliver onboarding programs for new customers through webinars and automated email sequences
- Create automated and innovative adoption nurture campaigns that drive the right messages to the right customers at the right time
- Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build
- Actively partner and align cross-functionally to ensure your customer programs and communication strategies align with touchpoints and interactions with other teams, including Customer Success, Customer Training, and Marketing teams
- Monitor customer usage data to identify potential churn risks and proactively intervene
- Create and manage automated processes to effectively forecast and communicate at-risk customers
- Launch targeted customer engagement campaigns based on customer segments by leveraging email, in-product, social media, or other available methods for customer reach
- Develop a strong understanding of available educational content and programs to curate as a part of scaled digital programs
- Identify gaps and suggest new content as needed and provide feedback on existing content included in our on-demand learning libraries
- Create and manage automated processes to effectively forecast and communicate at-risk customers
Requirements
- 3+ years of customer-facing experience on a GTM or Marketing team in B2B SaaS
- Additional experience with digital customer success strongly preferred
- Experience using tools that manage customer communications at scale, including email automation tools, in-product messaging, or other customer success tools
- Experience with Eloqua, Pendo, and Gainsight strongly preferred
- Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention
- Data-driven approach to problem-solving and strong analytical skills, in addition to curiosity, creativity and the desire to experiment
- Ability to prioritize amongst numerous initiatives for maximum impact
- Strong project management and communication skills: ability to manage multiple projects simultaneously, prioritize tasks, meet deadlines, and evangelize programs
