Customer Success Communications Manager

Job Description

The Customer Success Communications Manager will focus on engaging a digital strategy to educate customers to better use our solutions’ features and functionalities and become self-sufficient, navigating the various resources available to increase their adoption and grow the account. You will focus on drafting thoughtful, engaging, well-written communication that can be strategically sent to low-touch customers, ensuring the customer is informed and engaged and reducing the CSM’s time crafting proactive touchpoints. This role will bridge the gap between content and customer and drive even our smallest customers toward utilization.

This role sits within the Enterprise Software and Customer Success Organization within the greater Customer Service Organization. Our vision as one global team is to set the standard by making it easier for our customer to achieve their desired outcomes with Agilent Solutions and by delivering exceptional experiences at every interaction.

Responsibilities will include but not be limited to:

• Build engaging content that supports value-driven interactions between the customer and the products they are utilizing.
• Communication will be sent en mass to various segments of customers and will reach between 150-300 customers at any given time.
• Design and run at-scale regular outreach campaigns to key points of contact to support increased adoption.
• Utilize tools such as Totango, Smartsheet, CRM, and other vendors to set up and establish communication cadences, storage, metrics, and processes.
• Types of communication in scope - Proactive engagement to smaller segments of customers, curating a collection of pre-built emails that a CSM can use to connect with customers, new feature awareness, release notes, and other communications as defined by strategy.
• Attend stand-up project meetings during the “D Phase” to understand the functionality coming. This will help you draft appropriate customer-facing communication and identify a strategy for targeted customers to receive information.
• Responsible for curating, planning, and hosting virtual and in-person user conferences when funding is available.
• Develop communications programming and customer lifecycle playbooks tailored explicitly for the experience of this segment of our customer base.
• Collaborate across internal teams toward a common goal of improving the customer experience while influencing our overall growth strategy.
• Track and identify metrics and measure and monitor customers’ achievement of critical and key performance indicators.
• Work in collaboration with the Director of CS and CS Ops to determine the effectiveness of communications and the objective focus of the role.

Qualifications

• Bachelor’s degree or related experience.
• Minimum of 4+ years experience in a writing communication, marketing automation, or customer-facing role.
• Strong understanding of email marketing best practices.
• Strong writing skills for creating engaging digital outreach.
• Excellent communication and presentation skills, both written and verbal.
• Evidence of a proven track record in written communication with customers and effective customer relationship management.
• Experience working with SaaS or software-focused customer journeys is ideal.
• Ability to quickly grasp customer requirements and propose communication strategies that target needs.
• Ability to think strategically about the needs of the various product portfolios.
• Outstanding organizational skills and event planning skills.
• Thrives in a multi-tasking environment and can adjust priorities on the fly while still having the ability to focus on details and be analytical.
• Ability to deliver automation and time savings to the Customer Success Managers through established Totango campaigns.
• Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems.
• Ability to hit deadlines.
• Self-motivated and directed individual.
• Team-oriented perspective.
   

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Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least November 8, 2024 or until the job is no longer posted.

The full-time equivalent pay range for this position is $91,440.00 - $171,450.00/yr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

25% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support