Digital Customer Success Manager

Overview of Role & Responsibilities:
1. Proactive end-customer Engagement
•    End-customer Onboarding: Guiding end-customers through the onboarding process, ensuring they understand the platform or service and can use it effectively.
•    Lifecycle Management: Maintaining ongoing relationships to ensure end-customers remain engaged and successful throughout their journey.
•    Automated Touchpoints: Using digital tools to deliver automated but personalized communications, such as email campaigns, in-app notifications, or webinars.
2. Data-Driven end-customer Insights
•    Usage Analytics: Monitoring end-customer behaviour to identify adoption trends, potential issues, and opportunities for upselling or cross-selling.
•    End-customer Health Scores: Using metrics to assess end-customer satisfaction, engagement, and likelihood of renewal or churn.
•    Feedback Collection: Leveraging surveys, NPS scores, and end-customer interactions to gather feedback and improve the digital experience.
3. End-customer Education and Enablement
•    Self-Service Resources: Creating and maintaining knowledge bases, tutorials, and FAQs to empower end-customers to resolve issues independently.
•    Scalable Training: Hosting webinars, online training sessions, or creating e-learning modules to educate end-customers on best practices.
•    Community Building: Managing online forums or communities where end-customers can share insights and solutions.

4. Retention and Growth
•    Churn Prevention: Identifying at-risk end-customers early and implementing strategies to re-engage them.
•    Renewals: Proactively ensuring end-customers renew their subscriptions by demonstrating ongoing value.
•    Upselling and Cross-Selling: Recommending additional products or features based on end-customer needs and usage patterns.
5. Collaboration and Alignment
•    Internal Advocacy: Acting as the end-customer's voice within the company by sharing feedback and insights with product, marketing, and sales teams.
•    Integration with Digital Tools: Collaborating with teams to integrate end-customer success efforts with CRM, marketing automation, and analytics platforms.
6. Scalability through Technology
•    Automation: Leveraging tools like end-customer Success Platforms to manage end-customer engagement at scale.
•    AI and Chatbots: Using AI-driven chatbots to answer common end-customer queries and escalate complex issues to human teams.
•    Personalized Experiences: Tailoring digital touchpoints to each end-customer's needs and preferences using data and segmentation.

Key Skillsets
•    Technical Expertise: Familiarity with digital platforms and tools to optimize customer engagement.
•    Customer-Centric Mindset: Prioritizing customer success and satisfaction.
•    Analytical Thinking: Interpreting data to make informed decisions.
•    Communication Skills: Delivering clear, effective, and empathetic communication at scale.
•    Adaptability: Staying up-to-date with technology and customer expectations in a fast-evolving digital landscape.

D&I Statement

At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values—they're core capabilities that propel us toward our shared goals and mission.

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