Location - Clark freeport

Department - Customer

Level - Support role 

Working Pattern - Hybrid 

Benefits - Benefits at Ideagen

DEI - DEI strategy

Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out!

The Digital Success Manager plays a pivotal role in maximizing customer satisfaction and retention through strategic digital initiatives. This position focuses on developing and executing digital customer success strategies, creating and managing self-service resources and utilising a range of customer engagement tools while building strong relationships with customers and providing proactive support.

Developing and implementing digital customer success strategies: This involves analyzing customer data to identify needs and opportunities, then designing and deploying targeted digital initiatives like onboarding programs, in-app guidance, and automated communications.

Creating and managing self-service resources: DCSMs are responsible for building and maintaining a robust knowledge base of articles, tutorials, and FAQs that empower customers to find answers and solve problems on their own.

Utilising customer engagement tools: DCSMs leverage analytics platforms, CRM systems, and marketing automation tools to track customer activity, measure success metrics, and personalize the customer journey.

Providing proactive support: DCSMs go beyond reactive support by using data to anticipate potential issues and proactively reach out to customers with helpful resources or interventions.

Building relationships with customers: While DCSMs primarily interact with customers through digital channels, they also cultivate relationships through personalized outreach, virtual meetings, and participation in online communities. 

Content Creation & Digital Marketing - Expertise in developing engaging content and executing digital marketing strategies to enhance online presence and engagement.

Online Community Management - Skilled in building and maintaining vibrant online communities, fostering engagement and positive experiences.

Data Analysis & Reporting - Ability to analyze digital channel performance, interpret data effectively, and provide actionable insights through comprehensive reporting.

Communication & Writing Skills - Excellent ability to communicate ideas clearly and create compelling written content for a variety of digital platforms.

Customer Journey Knowledge - Deep understanding of the online customer journey and experience, with the ability to leverage this knowledge to improve customer engagement and satisfaction.

About Ideagen

 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. Everyday 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. 

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place! 

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