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Job title: Customer Engagement Specialist
Company: Later
Job description: What started as the result of a hackathon in 2014 is now the world’s #1 Instagram marketing platform. Later was built on the idea that social media management should be easy, quick, and affordable. Six years and hundred thousand users later, we’re still going strong.
We’re looking for people who can help us build something great for our customers—from content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading.
Our Values
Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.
What you will be doing
Your ultimate goal is to improve Later’s customer retention by increasing customer engagement. The mission of the Customer Success team at Later is to help our customers achieve their visual marketing goals through the use of our product. We are also the champions of retention within the company. We work to understand, track, and report on customer churn, and then align company initiatives around reducing churn.
Customer Success at Later is not a traditional Success function as with other SaaS businesses. Our team acts as an experiment lab to identify friction points within the customer experience. We then develop solutions, implement tests, and share feedback with other teams within the company, so we can work collaboratively to reduce churn.
As the Customer Engagement Specialist, you will be joining the Engagement team that has been delivering proactive one to many strategies via low, and tech-touch tactics.
Your role will help optimize Later’s customer engagement strategies by implementing low and tech touch tactics that will impact the depth of customers’ product usage such as feature adoption, use case adoption, intensity and frequency. You’ll guide customers on the path to become Power Users via emails, in-app messages, and product tours.
Responsibilities
- Manage and develop tech and low touch engagement communications via email campaigns, in-app messages and product tours in the Engagement phase of the customer lifecycle (post Activation)
- Align overall strategies and funnels to increase customer engagement and retention
- Identify opportunities to develop new emails, in-app messages, and product tours that drive feature and use case adoption
- Drive a jobs-to-be-done approach to engage with different customer segments based on their specific desired outcomes
- Monitor and optimize engagement funnels, campaigns, and product tours through data analysis and experimentation
- Be the first point of contact for inbound engagement inquires and respond to emails and in-app engagement campaigns
- Create feedback loops to address retention at its root with teams such as Customer Retention, Customer Onboarding, Product, and Marketing based on experiments and campaign results
- Create segmentation based on user data, such as behaviour, activity, intent, etc.
What we are looking for
- 2+ years experience developing one to many email campaigns and product tours within a Customer Success, or Growth Marketing capacity, preferably for a SaaS business
- Experience with automation and product tour platforms (Klaviyo, Intercom, Appcues or other similar platforms)
- Data driven, can run experiments and measure results to optimize your strategies and take your work to the next level
- You have the ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps
- Proficient with developing complex segmentation based on user data and behavior
- Comfortable working both independently and in a team environment
- You are a team player who values collective success over individual accomplishments
Nice to haves
- You’ve used tools such as Amplitude, Asana, and Notion
- You embrace feedback, and have a constant desire to learn and improve
- An understanding of how retention impacts high velocity, self-service, SaaS businesses
- You have a strong understanding of the visual social media landscape, specifically around Instagram, Pinterest, Twitter, Facebook, and TikTok strategy
Salary Range
$63,500 – 74,500
Perks
- A generous Education & Conference Budget
- Health Savings Plan
- Flexible Hours & Work Schedule
- Technology Bonus
- Annual Company Retreat
- Vacation & Sick Days
- Bright, spacious, and modern office, 5 rooftop patios with amazing city views
Working Locations
People & Places (HR), Product, and Development roles are based out of our Vancouver headquarters. If you are not located in Vancouver, but interested in relocating for the role let us know!
Whereas, roles on our Marketing and Customer Experience teams are open to remote candidates based out of Toronto and London, UK, in addition to working out of our Vancouver headquarters.
Note about applying:
This is the best place to submit your application for it to be reviewed by our team. Later does not work with recruitment agencies to fill open positions. We will not be accepting requests to work with agencies.
Expected salary: $63500 – 74500 per year
Location: Toronto, ON
Job date: Mon, 12 Apr 2021 22:54:47 GMT
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