Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick.

So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. 

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions. 

As a Customer Success Manager, you’ll play an essential role in enhancing customer satisfaction and retention by leading and supporting impactful digital initiatives. In this role, you'll design, implement, and optimize digital strategies to empower customers, create engaging self-service resources, and foster a meaningful online experience. You’ll work with diverse digital tools to understand customer needs, deliver proactive support, and build strong digital relationships.

What You'll Do:

• Shape Digital Success Strategies: Analyze customer data to identify needs, then design and roll out initiatives like onboarding programs, in-app guidance, and automated communication to maximize success.
• Empower Self-Service: Develop and maintain a comprehensive knowledge base with articles, tutorials, and FAQs, enabling customers to find solutions independently.
• Leverage Engagement Tools: Use analytics platforms, CRM systems, and marketing automation tools to track interactions, personalize customer journeys, and achieve measurable results.
• Provide Proactive Support: Monitor customer activity, anticipate issues, and reach out proactively with helpful resources and solutions.
• Foster Digital Relationships: Connect with customers digitally through personalized outreach, virtual meetings, and engagement in online communities to build trust and loyalty.

• Creative Content Specialist: Experienced in crafting engaging content and implementing digital marketing strategies that resonate with audiences.
• Community Builder: Skilled in managing online communities, fostering positive engagement, and creating welcoming spaces.
• Data-Driven Analyst: Comfortable analyzing digital performance, interpreting metrics, and translating data into actionable insights.
• Exceptional Communicator: Strong written and verbal communication skills, able to deliver clear messages across diverse digital channels.
• Customer Journey Expert: Familiar with digital customer experiences and capable of enhancing engagement and satisfaction throughout the journey.

Digital Skills and Tools:

• CRM and Engagement Platforms: Proficient in managing relationships and interactions using advanced CRM and engagement tools.
• Data Analytics: Skilled in data analytics, able to draw insights from customer behaviour and digital interactions.
• Marketing Automation: Experienced in using marketing automation tools to optimize processes and drive effective campaigns.
• Content Management Systems: Proficient in using CMS tools for website content management.
• Project Management Tools: Organized and adept at using tools to manage digital projects smoothly and efficiently.

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