Senior Customer Success Associate – Employee Experience Channels

Overview

In this role you will shape and execute omni-channel strategies to boost product adoption, retention, and employee engagement. You’ll own end-to-end digital channel performance and ensure a cohesive cross-channel experience across entry points. You’ll collaborate with Employee Success, HR, Product, Legal, Marketing and Technology to deliver coordinated campaigns and translate data insights into actionable improvements. You’ll lead go-to-market efforts and maintain a living channel strategy that personalizes communications. This is a fast-paced, matrixed environment where your impact drives engagement at scale.

Responsibilities

• Develop and execute channel strategies to drive adoption, expansion, retention, and engagement
• Own the end-to-end strategy and performance of digital channels across employee entry points
• Ensure a cohesive omni-channel experience across platforms and touchpoints
• Partner with cross-functional teams to deliver coordinated experiences
• Analyze channel and campaign performance data and translate insights into actionable recommendations
• Create positioning and value propositions tailored to audiences
• Maintain a channel strategy framework for personalized communications
• Coordinate messaging and campaign execution with Marketing, Communications, and Change Management
• Lead go-to-market initiatives and multi-channel rollout
• Manage and keep current communications/marketing assets for ongoing optimization

Key requirements

• Experience in channel strategy, product marketing, or go-to-market strategy
• Ability to lead cross-functional initiatives and influence adoption across multiple channels
• Strong analytical skills and data-driven decision making
• Excellent communication, storytelling, and relationship management with peers, partners, and senior leaders
• Thrive in a fast-paced, matrixed environment with multiple priorities

• cross-functional collaboration
• communication and storytelling
• relationship management
• channel strategy
• omni-channel campaign execution
• data-driven decision making

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