The Customer Success Communications Manager will focus on engaging a digital strategy to educate customers to use our solutions' features and functionalities better and become self-sufficient, navigating the various resources available to increase their adoption and grow the account. You will focus on drafting thoughtful, engaging, well-written communication that can be strategically sent to low-touch customers, ensuring the customer is informed and engaged,and reduce CSM's time crafting proactive touchpoints. This role will bridge the gap between content and customer and drive even our smallest customers towards utilization. This role sits within the Enterprise Services and Customer Success Organization within the greater Customer Service Organization. Our vision as one global team is to set the standard by making it easier for our customers to achieve their desired outcomes with Agilent Solutions and by delivering exceptional experiences at every interaction.ResponsibilitiesBuild engaging content that supports value-driven interactions between the customer and the products they are utilizing.Communication will be sent en masse to various segments of customers and will reach between 150-300 customers at any given time.Design and run at-scale regular outreach campaigns to key points of contact to support increased adoption.Utilize tools such as Totango, Smartsheet, CRM, and other vendors to set up and establish communication cadences, storage, metrics, and processes.Types of communication in scope: Proactive engagement to smaller segments of customers, curating a collection of pre-built emails that a CSM can use to connect with customers, New feature awareness, Release Notes, and other communications as defined by strategy.Attend SU project meetings during the 'D Phase' to understand functionality coming in order to draft appropriate customer-facing communication and identify the strategy for targeted customers to receive information.Responsible for curating, planning, and hosting virtual and in-person user conferences when funding is available.Develop communications programming and customer lifecycle playbooks specifically tailored for the experience of this segment of our customer base.Collaborate across internal teams toward the goal of improving the customer experience while influencing our overall growth strategy.Track and identify metrics, measure and monitor customers' achievement of critical and key performance indicators.
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