Customer Success Adoption Specialist

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

Working with some of some really exciting brands this role is all about driving maximum adoption of Dotdigital’s personalization platform (Fresh Relevance).

The successful candidate will need to learn about various facets of the e-commerce technology and email marketing to ensure customers are using our platform to its fullest potential.

Key Responsibilities:

• Drive Customer Success through daily outbound calls and email
• Manage a workload of tasks through CRM and project management tools.
• Manage the day-to-day product training at all subscription levels
• Review and understand varying customer setups to deliver best practice advice and guidance
• Assist in influencing future lifetime value through higher product adoption, roadmap implementation, customer satisfaction, and overall health
• Engage clients with low platform usage and work to improve platform utilization
• Work within the Customer Success team to help drive customer references and case studies.
• Deliver online and in person training sessions.
• Review, analyze and action risks data.
• Identify use cases and help drive adoption within the customer base.

About You

• Hungry to learn and develop.
• Can do attitude with lots of enthusiasm
• Ability to manage tasks in a systematic way
• Good organiser can prioritise and schedule own workload.
• Good Communicator, ability to speak clearly and confidently with customers
• Ability to review and analyse customer data
• Comfortable with technical detail

Desirables

• Knowledge of email marketing, web analytics, e-commerce platforms or wider exposure to the web
• Analytical thinker who can translate complex data and develop simple solutions
• Basic understanding of HTML, CSS, and JavaScript
• Strong soft skills: energetic, enthusiastic, self-motivated, open-minded
• Basic knowledge of Dynamics or similar CRM system

Why us

Don’t just take our word for it - hear what your future colleagues have to say about working in our team:

"Join our Adoption Team, where creativity meets camaraderie! We're a close-knit group of enthusiastic individuals who love to laugh and share entertaining anecdotes. As part of our team, you'll collaborate with amazing people and work with some of your favorite companies, helping them grow their marketing strategies. You'll take pride in knowing that you played a key role in empowering our clients to achieve their goals and create even more success. Come be a part of our fun and dynamic team, and let's make great things happen together!" ~ Josh Forbes – Customer Success Adoption Specialist

Interview Process

• 15min Screening Call with Team Talent
• 45-minute call with the hiring manager
• 1 hour presentation and final questions with CS leadership team.

Some of Our Global Benefits

• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.