Digital Customer Experience Program Manager

Belfry•Austin, TX

About The Position

We’re looking for a Digital Customer Experience Program Manager who will split time between customer-facing activity for our 'digital' low-touch segment accounts and with a primary focus of building out automations, triggers and AI-enabled workflows to guide our customers in the security guard industry in unlocking the full potential of Belfry. In this role, you’ll blend a strong understanding and interest in digital/AI automation and data analysis, with customer intervention & renewal/expansion playbooks on 'digital' segment accounts with revenue responsibility as a key KPI. The ideal candidate will be a highly dynamic, technology/AI forward and customer-centric individual who has operated within an early-stage startup before. This role's primary responsibility will be to own the management and maintenance of digital programs that are both customer and internal facing, keeping a keen eye on maintaining the balance between digital automation and human intervention. The intent is for this role to focus ~70% on digital automation and 30% on digital segment account management. As Belfry and our customer base continue to grow, this role will likely lead to Digital CS team leadership opportunities.

Requirements

Previous experience in a CS Operations or Automation related role.
Deep understanding of relational customer data and common best practices for driving data hygiene activities.
Familiarity with automation tools such as Zapier, n8n, Make.com, etc.
Strong technical project management skills.
Deep understanding of AI systems (both CX specific and general) with an eye for implementing efficiency gaining automations and customer flows.
Previous experience in customer-facing roles, preferably in B2B software or technology sales.
Strong communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders.
A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively
Strong sense of ownership and a desire to contribute to the growth and success of a startup

Nice To Haves

Existing knowledge of Vitally, HubSpot, Gong & MavenAGI are big pluses.
Startup experience (Series A / Series B) is preferred

Responsibilities

Build programs that automate various customer engagements and actions, focused on customer education, revenue expansion, digital intervention & team efficiency plays.
Utilize a wide array of AI tooling to enhance the customer experience in meaningful ways.
Partner with Revenue Operations to maintain customer data quality and systems infrastructure.
Serve as primary administrator for Vitally.io [http://Vitally.io] - our CSP.
Build and manage various one-to-many customer programs including office hours, webinars & other virtual events.
Establish and build upon the reporting, account alerting, digital asset creation and playbooks that CSMs need to operate efficiently in managing their book of business.
Partner with Marketing to build a customer advocacy tracking mechanism and processes.
Utilize existing knowledge base and learning content to drive customer education campaigns - and identify learning gaps to work with the team on filling.
Champion customer feedback - relay actionable insights to Product, Sales & Engineering to help shape Belfry's platform expansion.
Drive expansion opportunities and manage renewals across a small subset of accounts.
Using the systems being built as part of this program, react proactively to alerting to help celebrate our customer's wins and intervene when they need assistance.
Drive adoption and product engagement - monitor customer health, identify risks early and turn challenges into satisfaction wins.
Look at creating methods for utilizing pooled resources across CX to manage various account signals