As Apollo’s Head of Customer Enablement, you will play a pivotal role in scaling how we reach more customers to help them understand how to use Apollo GraphQL best, ensure their success in a 1:Many scaled fashion using tech touch and self-service education, and nurture highly engaged brand champion relationships between them and Apollo as part of a rapidly growing community. You’ll also be responsible for broadly enhancing customer engagement, onboarding, and loyalty through digital channels.

What you’ll do

  • Develop and execute a comprehensive digital customer success strategy, enhancing customer experience across all touchpoints (customer self-service and low-touch adoption motions, product and feature activation and consumption journeys, customer success and education activation strategies, and Customer Education and in-product, out-of-product learning experiences for both online and offline interactions).
  • Build and maintain the Self-Service/Scaled customer journey lifecycle and how it gets instrumented and optimized through Education, Scaled Success, Support, and Community initiatives.  Instrument self-service tools and pathways that empower users to troubleshoot issues independently, reducing the need for direct human support.
  • Utilize data analytics to identify patterns and trends in customer interactions, leading to targeted improvements in the overall customer experience.
  • Collaborate with internal stakeholders to leverage cutting-edge technologies that elevate the quality of interactions with Apollo’s customers.
  • Develop an integrated technology engagement strategy for Apollo’s customer community, which lives in different chat, discussion, and forum technologies. Nurture growth in Community knowledge sharing as part of a scaled activation and enablement motion.
  • Deliver measurable scaled-success engagement tactics and proactive + interventional success playbooks for 1:many customer engagements.
  • Establish v1 of an AI Assist strategy for our customer engagement.

Who you are

  • You have successfully led Customer Enablement strategies.
  • You have strong business acumen in self-service strategies.
  • You’re data-driven and understand how to leverage data to set up a/b tactics for improving customer engagement with products.
  • You understand curriculum and certification differentiation by personas.
  • You understand community champion archetypes, motivations, and community-building tactics, as well as the value of an MVP program and how to activate MVPs.
  • You have experience delegating and goal setting with managers and coaching them on taking on new ‘unknown’ problems to figure them out.
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