Digital Customer Success Specialist

Hello, we’re ScreenCloud!
Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.
At ScreenCloud, we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems, we enable the sales, productivity & engagement that keep our customers’ businesses thriving.
We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go. So if you’re someone looking to join a team of talented individuals, apply below!
The Role
We're looking for a Digital Customer Success Specialist to join our global team, based out of our London hub. This person will play a pivotal role in enhancing and managing the digital customer experience at ScreenCloud.
Reporting to the Head of Digital Customer Experience, this role focuses on driving value, feature adoption, retention and strategic expansion across a large book of business using a digital, low human touch, engagement model.
You will be responsible for ensuring our 8,000+ digitally supported customers enjoy a seamless and rewarding journey with ScreenCloud!

Responsibilities

• Take ownership and responsibility for retention and growth of your book of business
• Develop and manage scalable, targetable, repeatable digital campaigns and strategies to increase engagement of digital customers
• Develop and manage meaningful in-app engagements, emails, web content, webinars and educational material to help digital customers achieve success
• Develop and manage a one-to-many communication strategy aimed at engaging customers and re-engaging inactive customers
• Use data to inform decisions and tool stack to influence changes in customer behaviour, continually measuring the effectiveness of these programs, and optimising them to improve engagement, conversion, and outcomes
• Develop a deep understanding of customer product usage and events that impact behaviour and health score to inform digital strategies and playbooks
• Keep the digital customer journey maps updated, identifying pain points, process improvements and opportunities for better customer engagement
• Identify key milestones in our customer journeys and lifecycle, and devise action plans to maximise their ROI
• Maximise customer engagement with our product to improve growth and expansion opportunities
• Proactively provide our digital customers with technical and design focused assistance
• Work cross-collaboratively with the Customer Success, Support, Marketing and Product teams to achieve team and company objectives
• Serve as an escalation point for the wider Customer Success team when managing digital customer accounts
• Provide and present customer insight data to the senior leadership team and wider business.
• Support all departments by assisting with business-wide projects, maintaining agility and adaptability with a customer-focused mindset

Requirements

• Demonstrable experience working with a large book of business in a digital environment
• Demonstrable experience in creating customer engagement and digital communication strategies
• Demonstrable experience working with datasets to provide summarised analysis
• Excellent level of communication skills
• Flexible working across multiple priorities and systems
• A proven track record of working to deadlines
• Passionate about providing a great customer experience
• A continuous improvement mindset
• Strong understanding of key customer KPIs Experience working with a CRM system

Interview Process and Experience
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.
Key Info
👩‍🏫 Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final🏡 Hybrid Friendly Working: 2-3 days in Office✨ Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!
Benefits
Unlimited annual leaveHybrid-friendly workingWorking from home fundFlexible working hoursPension schemeShare in success schemeCycle to work schemeRetail discountsEnhanced parental leavePersonal development fundWestfield Health cash planFree annual flu vaccine
Our Values
At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, both internally and externally.
🤲Trust & Transparency🦁 Unconventional & Brave💪 Integrity📚Continuous Learning & Development
FIND OUT MORE Check out our Bangkok, Belfast, LA, Charlotte and London hub pages.
Click here for some podcasting with our co-founders.
Read our culture blog here.
Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud