Digital Experience Strategist

5 days ago

Sydney, New South Wales, Australia Jobs for Humanity Full time

Company Overview

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We are a cutting-edge tech company reshaping the way people build digital experiences, and we're on a mission to empower our customers to drive business momentum through collaboration, speed, and scale. Our intelligent composable content platform unlocks all of an organization's digital content, making content a strategic business asset.

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About the Opportunity

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You will work directly with our customers to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor. This is an exciting opportunity to establish the foundation for our region and drive its success. As a Digital Experience Strategist, you will partner closely with our Sales, Product Partner Organization, and Professional Services teams to help our customers achieve both their technical and business goals while driving retention and growth for our company.

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What to Expect?

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  • Continue onboarding new customers and lead cross-functionally with sales and professional services to ensure value expectations are aligned and achieved from the beginning.">
  • Understand and advise customers' priorities with our company, capture and communicate KPIs and outcomes through a defined path to maturity and success.">
  • Proactively monitor and engage customers to drive increased value from our platform.">
  • The ideal candidate will act as a "player-coach" able to drive success in the details, but also have the bigger picture of overall company growth.">
  • Build and own relationships across a full book of business and embody the trusted advisor role.">
  • Drive product adoption, customer satisfaction, and overall influence on customer health scores.">
  • Lead effective and consistent customer Business Reviews based on the defined Business Review rubric.">
  • Deliver Product Roadmaps to customers and walk through the functionality.">
  • Proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.">
  • Flag and proactively mitigate risks within a book of business.">
  • Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs.">
  • Prioritize accounts to focus efforts based on perceived risk, potential growth, strategic value, and renewal timeframe.">
  • Spearhead and organize community events and customer visits.">
  • Prepare to travel ~25% annually for customer onsite meetings.">
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What You Need to be Successful

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We are looking for a self-starter who can navigate uncertain and matrixed environments. You should have 7+ years of experience in customer-facing roles such as Customer Success Associate/Manager, Technical Account Manager, Solution Engineer, or similar. Ideally, as a part of a SaaS organization. Experience in growing SaaS business in APJ is critical given the unique nature of the APJ dynamic and ecosystem.

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Requirements

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  • 7+ years of experience in customer-facing roles.">
  • Able to marshal resources internally that may be in other locations and time zones to ensure the success of Customers in the region.">
  • History building alignment and relationships with both technical and business users, both at the individual contributor and the executive level.">
  • Meet and exceed expectations with significant autonomy and independence.">
  • Ability to understand Contentful APIs, as well as the modern content management and digital experience stack.">
  • Strong oral and written communication and presentation skills, with an ability to weave data analysis into storytelling.">
  • Ability to prioritize and manage time and competing requests effectively.">
  • Independently uses Contentful data tools to engage in meaningful, proactive customer discussions and in some instances, crafts custom queries and reports (in data tools).">
  • Support broader CSM team as needed through various channels.">
  • Commitment to create, maintain and drive the path forward with a personal development plan.">
  • Identifies opportunities for internal thought leadership discussions.">
  • Experience with content management systems is a bonus.">
  • Experience leading teams is also a bonus, as we expect this role to grow into a leader in the business as we expand.">
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Salary Range: $120,000 - $160,000 per annum

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Benefits

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We offer a range of benefits to support your physical, financial, and emotional health, including a personal education budget, healthcare packages, time off programs, and a monthly communication phone/internet stipend and phone hardware upgrade reimbursement.

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About Us

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We are a global company with hubs in Berlin, Denver, and distributed around the world. We strive to create an inclusive environment that empowers our employees, and we believe that our products and services benefit from our diverse backgrounds and experiences. We are an equal opportunity employer and welcome applications from all qualified candidates.

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