At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
And that's where you come in:
We are looking for a Digital Customer Representative (DCR) to support our global customers who have implemented the Instructure Learning Platform and provide them with an exceptional customer experience. DCRs will play a key role in supporting our customers across the globe by executing the digital transformation of the Instructure customer experience.
The Digital Customer Representative will manage the Instructure digital customer experience for our dynamic, but smaller customers. DCRs will activate and monitor the Instructure digital customer journey playbook and identify opportunities and risks for customers in this segment. DCRs will be successful by automating the Instructure customer journey - especially some of the repetitive tasks that are a drain on CSM resources - identifying success and risk trends, and actioning playbooks that align to observed trends to increase retention, customer satisfaction and grow revenue.
About the Role
Develop, manage and maintain the Instructure digital customer experience for all assigned customers
Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
Identify opportunities for reducing repetitive and time-consuming tasks by streamlining using automation
Monitor the digital customer journey outcomes and identify opportunities and risks
Own communication in the customer success inbound queue, directing the customer to the appropriate resources and contacts to achieve their goals
Deploy data-driven automated implementation and adoption activities and track customer progress through implementation to ensure success
Develop and enable digital campaigns at scale and create and maintain response templates for frequently asked customer questions and communications
Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking and product utilization
Assist in the coordination of customer success led webinars & campaigns
Collaborate with Customer Service Manager and Product Marketing stakeholders on webinar content
Own inbound opportunity generation and qualification through mail campaigns, webinars and other means.
Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive
Develop and execute action plans from feedback and survey data
About You
College degree (Bachelor or equivalent)
Exceptional English communication skills, both written and verbal
Experience building one:many digital campaigns with efficient processes
Capacity to set correct expectations and manage issues to completion
Multitask and prioritise tasks in a changing environment
Strong team mentality, utilising internal and external resources strategically and tactically
Demonstrated ability to solve problems and seek solutions
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
