Remote Customer Success Adoption Specialist Job Vacancy at DotDigital

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices. 

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

We’re looking for a Junior Customer Adoption Specialist to join a growing global brand with opportunities for personal and professional development. You’ll be organised and driven and must have a fantastic customer focused approach. This is a non-commercial role.

You will be providing pro-active strategic support and advice, for Customer Adoption projects. You’ll be helping our customers get maximum benefit from our platforms, leading feature adoption and building customer advocacy.

You will assist our Customer Adoption Team with some of their tasks handling some aspects of the projects, communications and administrative functions on their behalf. As such you’ll need to be a natural communicator able to articulate yourself well both verbally and in written form. You’ll ensure essential processes run smoothly for the customer by working closely with colleagues across the business in Customer Success, Product, Consultancy, Product Marketing and Support.

You will eventually be Providing adoption support to our customers and helping customers extract value form our platforms. While a background in email marketing automation is not essential, an awareness of its principles is beneficial. You will report to Head of Customer Success.

Responsibilities

• Drive Customer Adoption through regular meetings, calls and email
• Manage a workload of tasks through CRM and project management tools.
• Support product enablement at all subscription levels
• Review and understand varying customer setups to deliver best practice advice and guidance
• Assist in influencing future lifetime value through higher product adoption, roadmap implementation, customer satisfaction, and overall health
• Engage clients with low platform usage and work to improve platform utilization
• Work with the Customer Success team to help drive customer references and case studies.
• Provide pro-active support to customers wanting to increase their use of our platform to achieve their marketing goals.
• Develop and maintain a good knowledge of Dotdigital & Fresh Relevance platform features, industry best practice, and service portfolio to ensure customers requirements are accurately met.
• Follow up with customers who complete our feedback survey.
• Encourage customers to post NPS and/or CSAT scores, and ultimately co-create case studies.
• Identify and manage customer risks through data.
• Monitor and be first responder for the Adoption inbox
• Help facilitate Adoption meeting and calls
• Spend time learning facets of customer adoption
• Build and showcase knowledge of Dotdigital and Fresh relevance platforms
• Review and manage customer playbook examples
• Identify use cases and help drive adoption within the customer base
• Triage support tickets for the renewal manager

About You

Skills and Experience:

• Fresh graduate (a university degree is desirable but not necessary) or 1-2 years of administration experience ideally within the SAAS or technology industry.
• Great communication skills, oral and written.
• Tech-savvy and passionate about technology solutions.
• Very organised and process-driven; capable of multi-tasking and time management – Motivated and positive.
• A true ‘people person’ with an awesome approach to customer service.