Program Manager - Digital Customer Success

At Algolia, Customer Success operates with both high-touch and scale in mind as we ensure our customers have the best experience and realize the highest value. The Program Manager - Digital Customer Success is a critical role as we continue to scale our digital tech touch strategy, looking at increased automation, enablement and value drivers for our customers. 

As a Program Manager - Digital Customer Success, your job will require knowledge of Algolia’s suite of products, customer life cycle and maturity framework, working in partnership with Customer Success Managers, Solution Architects, Marketing and Operations teams to develop, test and deploy outreach based on data drivers, enabling a great customer experience and increased value realization.

YOUR ROLE WILL CONSIST OF:

• Drive the onboarding, adoption, retention and overall success of our customers via digital programs
• Innovate, develop, test and deploy outreach based on data signals, customer segmentation, and collaborations across teams at Algolia
• Responsible for managing existing Tech Touch outreaches, timing, cadence and content
• Work with all groups across Customer Success to identify areas for new campaigns both for feature adoption and seasonal / customer events
• Understand where / how we can provide added value with outreaches to Customer
• Scaling already existing Tech Touch programs to increase scope and outreach
• Define clear CTA’s (Call To Actions) for teams to drive human follow-up based on responses from digital programs 
• Close collaboration with with Customer Marketing to ensure alignment on outreach
• Understand any trends in feature adoption which can be highlighted / taken advantage of by incorporating this into a campaign 
• Support and potentially conduct product trainings in collaboration with Algolia Academy & Education team
• Maximize the adoption of our product features through our customer base in order to maximize the value driven by our product
• Using data trends Identify accounts that are at risk or have deployment challenges and work proactively to build programs to eliminate that risk
• Leveraging and understanding data to provide data driven mapping of the customer journey
• Assist in the creation of dashboards to measure impact/effectiveness of digital programs
• Identify opportunities to expand our partnership with customers through increased engagement

YOU MIGHT BE A FIT IF YOU HAVE:

• 3 - 4 years relevant work experience in customer success, account management, digital consultancy/outreach or project management, preferably in a SaaS business
• Understanding of Search and AI technologies and their applications in enterprise settings
• Ability to set priorities, drive decisions and get closure on recommendations and issues
• Ability to influence others towards continuous improvement, both internally and externally
• Experience successfully managing customer engagements to completion and customer satisfaction
• Thrive in a fast-paced and dynamic environment with exceptional attention to detail
• Excellent presentation, written and verbal communication skills
• Proven time management skills with the ability to prioritize tasks
• Experience scaling outreach campaigns from small cohort to large
• Algolia, Gainsight & ThoughtSpot Experience a benefit 

WE'RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

REMOTE STRATEGY:

Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world. 

We have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest.

ABOUT US:

Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.

Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.

In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few. 

WHO WE'RE LOOKING FOR:

We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.

READY TO APPLY?

If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!