Job Description

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers-even the parts that are hard to hear-can help companies make better decisions that drive long-term customer loyalty and growth.

That's why Alida created its Total Experience Management Platform; a comprehensive CX solution powered by a highly-engaged, verified, always-on community of your most engaged customers that fuels sustainable business impact.

With Alida, innovative companies like HBOMax, Adobe, Lululemon and LinkedIn can anticipate their customers' ever-evolving needs to make better decisions, build long-term relationships, and grow businesses that stand the test of time.

Over 176 million people globally have used Alida's Total Experience platform to inform over 60,000 customer experiences initiatives.

Join us on our mission to put truth into action at www.alida.com and @alidaTXM.

Digital Customer Success Manager

Are you a CSM that enjoys identifying patterns and solving problems? Are you data driven, a communications aficionado, and tech savvy?

We have an exciting opportunity to assist in growing Alida's new Tech-touch service model. The "digital" CSM role is gaining popularity as growing SaaS companies seek more automated support to scale. The role combines marketing, data analytics and of course customer success.

As Alida's first "Digital CSM" you would help pave the way to provide automated, programmed communication to customers at the right time in their customer journey and ultimately help them achieve their desired outcomes. You would be the primary contact for our customers and responsible for driving product adoption and success, while providing key resources to empower them to build their knowledge base and run effective insights programs. The model provides a proactive way of approaching the customer before they ask for help with fit-for-purpose technologies without losing the human touch.

Job Responsibilities:

Account management

• Oversee a book of business, using a tech touch approach to bring value through customer e-guides, webinars, and other customer content
• With input from the program director, assist in implementation, development, and oversight of assets to support our tech touch Customer Success Model
• Maintain a monthly pulse on your customers' utilization and performance metrics using dashboards and feedback channels
• Develop and maintain, in collaboration with your customers, Value Realization Plans as the blueprint for helping them achieve their goals
• Conduct quarterly reviews to discuss customers' goals, identify any obstacles or opportunities, and inform them on any new and relevant product developments

Assist the Sales Team

• Assist in driving and managing renewals.
• Proactively communicating any potential renewal challenges as they appear by utilizing available usage metrics
• Help identify which additional product/services would be of value to your customers
• Quarterly, co-run Product Update Webinar to disseminate information and provide an opportunity for questions and feedback on new products and features
• Together (along with Program Director) develop and manage remediation plans to alleviate customer challenges

Be the leading advocate for our solutions within the customer organization

• Inspire your customers to think strategically about how our platform can support their business needs
• Have a high-level understanding of your customer's industry and be able to articulate how our solutions can bring value and insights to positively impact their organizations decision making.
• Enable customers on best practices to ease the adoption of their insights program and promote the use of Alida solutions

Act as key point of contact for customer relationships

• Supply exemplary service and support that delights our customers
• Proactively look for risk indicators and get ahead of potential issues
• Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
• Effectively identify and track customers goals/objectives to ensure they feel support is tailored to their needs

Be the leading customer advocate within Alida

• Work in unison with other Alida team's (sales, support, services, etc.) to deliver a world class customer experience
• Champion on behalf of your customers for improvements and advancement of our solutions
• Identify customer adoption challenges, CSAT risks and other indicators of churn risk

Thought Leader on CS internally and externally in the organization

• Collaborate within Alida to identify opportunities to help develop resources that advance our solution adoption and success of our customers
• Help develop assets that encourage our customers to self-serve
• Work closely with marketing to collaborate on blogs and webinars

Desired Skills and Experiences

• Post-secondary educational degree: in Social Sciences, Marketing, Communications would be an asset
• Minimum 3 years of experience in customer success, business development, management consulting, account management, or similar role
• Post sales software experience as a CSM or Account Manager is highly desirable
• Understand the Customer Journey process and all the key touch points
• Data Analysis and visualization - you enjoy digging into data and finding important indicators of performance health/status
• Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
• Ability to manage and be accountable for a 1 to many book of business
• Excellent time management, organizational, and critical thinking skills
• Strong initiative and drive to innovate
• An ability to inspire others and lead with grace
• Excellent written and verbal communication skills with strong attention to detail
• Professional (Gravitas) presence, presentation and public speaking skills.
• Strong aptitude and passion for technology and ability/desire to learn new software
• Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
• Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences
• Added value: Ability to create and tell a compelling story utilizing design tools (e.g. Looker, Tableau etc.)

#LI-AW1

The Good Stuff:

+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry

+ Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.

+ Unlimited Vacation: Yep, it's true. Take vacation when you want it, how you want it. Designed to better fit your evolving needs.

+ Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.

+ Recognized as a Great Place to Work 2021-2022

+ Recognized in 2022 as one of the Best places to Work

+ Recognized as a Top Employer by British Columbia's Top Employers 2022

We can't wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we're dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact accommodations_hiring@alida.com so that arrangements can be made for the appropriate accommodations to be in place.

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