As part of the Customer Experience Operations team, the Digital Engagement Manager will play a crucial role in Tanium’s scaled customer success model. You will collaborate cross-functionally with Customer Success, Sales, Product, and Marketing team members to ensure a cohesive and seamless customer journey and to align customer success goals with our OKR’s. You will develop and implement scaled engagement strategies to efficiently reach more customers and collect feedback on these efforts. You will utilize data to detect early signals of at-risk renewals and identify top candidates for upsell.    

Essential Job Functions 

  • Determine the timing and content of touch points for customers along the customer journey, to drive optimal adoption and net promoter score  
  • Coordinate scaled (one to many) communications to synchronize customer outreach with other Tanium team members  
  • Work closely with Customer Experience Operations to develop, deliver, and measure the success of digital engagement programs based on available insights and product analytics triggers  
  • Provide regular updates on the efficacy of the onboarding and digital enablement programs, recommending and leading changes in partnership with Customer Org management  
  • Iterate on content flows based on increasingly available product analytics data, continuing to improve the customer experience and the effectiveness of the digital enablement  
  • Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touchpoints from other Tanium teams like Sales and Marketing  
  • Document all processes in SharePoint and update as needed 

Minimum & Preferred Job Qualifications 

  • Bachelor’s degree or relevant equivalent experience 
  • 3-5 years proven experience in scaled Customer Success, Account Management, Marketing, or a similar role  
  • Proficient in using Salesforce, Gainsight (or other customer success platforms), customer engagement tools, and digital communication platforms.  
  • Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)  
  • Strong project management skills, with the ability to multitask and prioritize in a fast-paced environment  
  • Self-motivated, detail-oriented, and able to work independently and in a collaborative team 
  • Project management mindset and experienced with cross-functional collaboration  
  • Tech savvy with strong data evaluation skills  
  • An understanding of and strong alignment with our core values 
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