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.
Job Overview
Job alerts

Subscribe to our weekly job alerts below and never miss the latest jobs

Sign in

Sign Up

Forgotten Password

Job Quick Search

Cart

Basket

Share