Digital Experience Manager

Location: This is a remote position and we are considering candidates from any major hub in the United States

We are looking for a Digital Experience Manager to help us build and execute our digital program for customer success. This will include defining the strategy and project plan, building and managing content, tracking metrics and analyzing results, and collaborating cross functionally with all of the customer teams. 

The Digital Experience Manager role includes:

• Responsible for the overall digital customer experience, including content, ease of use and navigation, and customer satisfaction.
• Creating and delivering on the project plan:
• Work closely with Product, Customer Success, Operations, Documentation, and Marketing. 
• Identify customer experience gaps- What types of customers are using the tools (industry, persona, etc)? What are they looking for? Are they finding it easily?
• Use digital tools to improve customer health, increase retention, drive adoption and expansion, and improve NPS.
• Analyzing metrics, usage, and reports to find trends, patterns, gaps in order to adjust the digital strategy accordingly, for continuous improvement.
• Increasing the efficiency of the CSM, TAM and CEM with automation, content and tools, and improved customer self-service to be significantly less reliant on people resources.
• Defining the tools and technology used in the solution (CRM, portal, knowledge base, LMS, etc).
• Develop and nurture customer advocates.
• Managing content, including the delivery of a monthly Armis Advisor newsletter to customers, bi-monthly customer webinars, product roadmap updates bi-annually, and a calendar of customer events and communications. Continually drive fresh content creation for the Community Site, involving various teams.
• Internal messaging and training for the post-sales teams around digital strategy and program rollout.

Required skills and abilities:

• Intelligent, hard-working, curious individual, that loves to learn and explore
• Creative, strategic thinker with strong customer service skills and content creation abilities
• Project manager who is well organized, detail oriented, and analytical
• Experience working in a highly-collaborative, dynamic environment across local, regional, and global offices
• Provide exceptional time management skills and the ability to organize and prioritize tasks
• Willing and able to meet challenges head-on, solve problems independently, and make things happen
• A team player who understands that the only way to solve large problems is with teamwork and mutual support

• 4+ years of experience in a related function with direct customer advocacy and engagement
• Experience in pre/post-sales, professional services or client management functions, ideally in Customer Success
• Proven experience as a customer advocate in a fast past paced/growth software and cloud company
• Possess exceptional verbal, written, social, presentation, and interpersonal skills
• A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes

Salary range guidance for this position is:  $117,000- $158,000 

The salary range listed does not include other forms of compensation or benefits (e.g. i.e. bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis.