Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.
Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2024 Gartner Magic Quadrant for Intranet Packaged Solutions, the 2024 Forrester Wave: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.
Job Purpose
Our digital vision is to deliver scaled, integrated experiences across our customer base, providing a seamless offering that drives undeniable value for our customers and sustainable efficiency across our business. While we are on a journey to digitize and automate, our customers are enjoying a combination of 1-to-many engagements, a community-led approach, and self-service resources to help them achieve value.
Reporting to the Head of Digital Customer Success, this high-exposure role collaborates with CSMs, Operations, and Community experts to drive customer value through project-based and programmatic initiatives to ensure our customers derive maximum benefit from our offerings.
This role involves developing an understanding of the end-to-end customer lifecycle and working across teams to deliver a consistent, aligned, and enduring customer experience.
Main Responsibilities
1. Host pre- and post-event facilitation of monthly success calls (webinars) and open hours (interactive AMA sessions).
2. Track, respond to, and manage incoming customer queries for the Success Hub team.
3. Respond promptly to tasks triggered by emerging risks or opportunities, such as customer survey responses or health alerts.
Playbook Adherence:
1. Participate in virtual event planning and scheduling.
2. Support initiatives focused on data integrity and normalization in Planhat, including contact identification and management.
Other Exciting Bits:
* Contribute to and coordinate initiatives related to the customer-facing digital innovation roadmap.
Requirements
* A customer-first mentality focused on service, community, or customer success experiences.
* Curiosity and eagerness to learn about the Unily product.
* Strong collaboration skills, ability to work autonomously and transparently.
* Excellent communication skills, with personality shining through virtual and email interactions.
* Intrinsic understanding of the ‘why’ and a solution-oriented mindset.
* Strong communication and empathetic listening skills to understand business and customer needs.
* Proven ability to engage and influence internal and external teams for buy-in.
* Intermediate knowledge and use of Planhat.
* An understanding of the importance of data quality and integrity.
We are committed to diversity, inclusion, and building a workplace where everyone can grow and contribute. We value unique stories and perspectives, fostering a culture of connection and continuous learning.
#J-18808-Ljbffr